Should You Make The Scary Switch To ESOP (Employee Share Ownership)?

Employee Ownership Expert, Dan Ohler, says an ESOP Gets Employees More Engaged & Thinking Bigger Picture

I’ve written before* about the importance of having motivated employees if you want to deliver consistently excellent customer experiences. An ESOP – Employee Share Ownership Plan (or Employee Stock Ownership Plan) – is one way to add motivation. Get your …Continue Reading →

Welcome to the New World of Robots in Customer Service

Robots Are Making Customer Service Better (In Some Ways)

If you’ve suffered through those automated telephone systems (and who hasn’t?) it may be hard to believe that robots may soon wipe out most customer service jobs. But recent breakthroughs in robotics are bringing that reality closer every day. Get your …Continue Reading →

Why The Net Promoter Score Is Overrated (& What You Should Measure Instead)

Net Promoter Score is Overrated

When you need to buy some new clothes, do you go to more than one store or website to find them? How do you decide which stores to go to? Today’s guest, Tim Keiningham, author of The Wallet Allocation Rule: Winning the Battle …Continue Reading →

Want Some Customer Experience Love? Learn To Love Numbers!

They say that opposites attract. Maybe that’s what led my artsy, creative, marketing side to fall in love with numbers. OK, so I don’t really love numbers, but I absolutely love what they can tell me about consumer behaviour. And, as …Continue Reading →

Time to Stop Worrying About Your Net Promoter Score (NPS)?

Bill Lee, Founder, Center for Customer Engagement; President, Summit on Customer Engagement (taking place in Feb); author, The Hidden Wealth of Customers

Prefer reading to audio? Click below to get the transcript of this interview. Get your FREE Transcript Now! In today’s interview, Bill Lee, Founder of the Center for Customer Engagement; President, Summit on Customer Engagement and author, The Hidden Wealth of Customers, said a …Continue Reading →

How To Convince Your Boss To Invest In Customer Satisfaction

Study after study shows that companies with satisfied customers outperform the rest of the market. Yet for some reason, investing in improving customer satisfaction is still a tough sell. In today’s interview, I talk with Kerry Bodine, co-author of Outside In: The …Continue Reading →

B2B Sales: Marketing That Works

Two interesting studies in the B2B (business to business) world have come out lately: The Content Marketing Institute & Marketing Profs 2013 B2B Content Marketing Benchmarks, Budgets and Trends report, about how marketers are approaching the content marketing challenge, Software …Continue Reading →

What Makes Shoppers Click & Buy? [infographic]

I generally hate long, skinny infographics, but this one has lots of good digital media and e-commerce statistics in it. I also have a complete source list for all of the statistics cited, and will happily provide them to anyone …Continue Reading →