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Building Brand Champions with Consumer Education

Blog post by on April 18, 2014

As consumer relationship management (CRM) technologies have matured, it isn’t surprising that some competing/complementary systems have also gained traction. One among many such responses, CEM, focuses on consumer experience (or engagement depending on what you’re reading). The …

4 ways to bring the customer into your journey mapping workshop

Blog post by on April 18, 2014

A journey mapping workshop is a powerful way to build customer intelligence and to create customer-based capabilities. Journey mapping workshops bring together members from different parts of your company to walk through a particular customer’s journey, documenting your …

Fixing Your Intranet: A Guide For Leadership

Blog post by on April 18, 2014

The corporate intranet is a complex organism. This prettier, younger sister of earlier knowledge management tools is now ever-present in many larger enterprises. While intended to tap into pre-existing employee engagement and insight-sharing behaviors and encourage the …

Four Simple Tips for Better Sales Coaching

Blog post by on April 18, 2014

Looking for practical advice on how to do more and better sales coaching? Here are four tips to get you started. 1. Stop doing e-mail first thing in the morning. Instead, coach somebody. You know what happens …

Customers and Co-workers Expect Faster Email Responses

Blog post by on April 18, 2014

The results of my 2014 email response time survey reveal it may be time to re-think our response time standards. Customers, co-workers, and even our friends expect faster responses to email than ever before. Previous years’ surveys …

What happens when the bloom falls off the rose?

Blog post by on April 18, 2014

Years ago, I attended a friend’s wedding and to my surprise, at the end of the wedding ceremony, the Rabbi talked about the importance of becoming friends and having a good relationship, because in 10 years, the …

Fail to Plan, Plan to Fail

Blog post by on April 18, 2014

Image courtesy of Will Scullin What is an analysis plan? And why do you need one?In response to my CEM Toolbox: Making Sense of Your Data post, I was asked to provide some details about an analysis …

“Get To Know Your Customers” Day

Blog post by on April 18, 2014

Most of us who are old enough to remem­ber would have fond mem­o­ries of the good old days when busi­nesses were ran by own­ers them­selves: cor­ner stores, book shops, cof­fee joints, where every­one knew every­body by their …