Highlights clip below re choosing the right technology partner. To hear the FULL episode, use the player bar above. Errol Denger (of IBM when we recorded this interview, now at Adobe), and I discussed the role of customer journey mapping and processes in helping companies compete online effectively. Get your FREE Transcript Now! Niche is Important, But It’s Not…
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 surprising thing for a customer loyalty advocate: “I sometimes think that people are working way too…
My first long-term job was working with all the top bank lawyers in this country. I had been debating whether to do a law degree or an MBA. With apologies to my brother (who is a lawyer), this experience sent me fleeing to the Rotman MBA program. Maybe if I’d met more bank lawyers like…
Time To Tilt Toward Customers We keep hearing about how companies have to be more customer-centric in the digital era. There’s no question that when customers can spread unhappiness with your company around the globe in minutes, you’ve got to take their views seriously. But Dr. Niraj Dawar, professor of Marketing at the Richard Ivey…
In one of my first jobs, back in the days when even junior management staff didn’t do their own typing, I was offered access to a secretary who “everyone” said was lazy and stupid. I suppose that’s why I was allowed to have access to her; I was pretty junior! I’d always found her pleasant,…
Staff Satisfaction is Key To Customer Satisfaction You might think that Human Resources is getting kind of far from this blog’s original focus on online marketing strategy. But to succeed online, one of the essential ingredients is what your staff are doing, online and off. And if your staff aren’t happy, your customer service will suffer. So will…
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 Power of Putting Customers at the Center of Your Business, about why, and how to…
Let’s face it: the phrases “big bank” and “great customer experience” rarely go together. I used to work in the banking industry, and one thing I learned was that big banks are big bureaucracies. Making change is kind of like turning the Titanic. It doesn’t happen quickly. So I really admire Kelly Harper, who launched a…
I don’t think anybody really wants to be a bad employee (at least not until they’ve just been fired and want to wreak as much destruction as possible on their way out the building!). But often our systems get people into negative patterns that aren’t good for them or for the business managers and owners.…
… And They’ll Give The Gift of Service To Your Customers “Nobody dreams of being a janitor,” says Mary Miller, the CEO of the highly successful janitoral services company, Jancoa. And yet, she says, “More people have worked in the janitorial industry than any other industry.” Typical staff turnover rates in the industry are 380%! So how…
