Was everything ok with your stay sir? Why welcoming all types of customer feedback is so important
Blog post by Ian Golding on March 11, 2014
As consumers, we are asked our opinions on a regular basis. On any given day we could be asked if we are happy with the product or service we have received on multiple occasions. I have often wondered if the …
4 Key Issues for Healthcare Services Call Centers as They Enter the Age of the Consumer
Blog post by Matt McConnell on March 11, 2014
Few industries have undergone as much radical change in the past decade as healthcare. The healthcare industry is growing amid extensive regulatory changes including the creation of health insurance exchanges and the new Affordable Care Act (ACA), as well as …
Second Quarter Plan
Blog post by Ken Thoreson on March 11, 2014
Amazing, it’s the middle of March-are you ready for the second quarter? With many of my clients we have the each member of the sales team prepare a six month Business Plan and then a shorter Quarterly Action Plan is …
How we worship our satisfied customers
Blog post by Cheryl Hanna on March 11, 2014
With happy customers comes repeat business, referrals, and of course loyalty; all adding to a customer oriented culture that ultimately places an organization as being more popular and valuable. The customer-centric legend, Zappos, an e-retailer with a unique approach to …
The 90-day Marketing Plan: Developing Realistic, Attainable Marketing Goals
Blog post by John D. Leavy on March 11, 2014
If we don’t take the time to come up with goals, we’ll never know if we reach our destination or ended up some place else. This advice sounds a lot like something Yogi Berra once said: “If you don’t know …
Stop Moaning About the Changed Customer Behavior
Blog post by Christian Maurer on March 11, 2014
We all have read reports about research telling us that people are about 60% or more through their buying process before they first contact a seller. There are organizations using this factoid to propose methodologies allowing the seller to get …
5 Top Customer Service Articles For the Week of March 10, 2014
Blog post by Shep Hyken on March 11, 2014
TOP CUSTOMER SERVICE AND BUSINESS ARTICLES Each week I read a number of customer service articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like …
Announcing The Inaugural B2B Web Usability Report
Blog post by Derek Edmond on March 11, 2014
Towards the middle of last year, Dianna Huff reached out to Casie Gillette and me with a simple idea: We’d seen many reports on how B2B buyers find information online and what tactics B2B marketers were using to reach target audiences, but …
How Your Competitive Advantage Dissolves in Apathy
Blog post by Jeannie Walters on March 11, 2014
There will always be at least one company you fear. There might always be a juggernaut you are chasing or a start-up nipping at your heels. And although you really DO need to worry about those guys, they actually are not your …
The Rise, and Rise, of the CDO
Blog post by Bryan Pearson on March 11, 2014
I once wrote that one of a business leader’s most valuable assets is also the least likely to be quantified. How does a chief accountant measure what inspires a customer? The answer, I now am finding, is that the chief …