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Putting the Hook on Customer Centric

Blog post by on July 31, 2014

The Five Habits You Need Bob Thompson is an international authority on customer-centric business management who has researched and shaped leading industry trends since 1998. Bob is founder and CEO of CustomerThink Corporation which includes being editor-in-chief …

Spend More Money of Refine My Employee Processes?

Blog post by on July 31, 2014

“There are two ways to sell more. Increase your marketing budgets by twofold or refining the employee processes in place, thus becoming more efficient with money you currently spend. Which would you feel comfortable doing?” I posed this …

Customer Experience Lessons From The Best

Blog post by on July 31, 2014

[embedded content] #488337149 / gettyimages.com I had the privilege to attend the first day of the recent 20:20 Customer Experience Summit recently. Unfortunately, I couldn’t stay for the second day but I wanted to highlight a few …

Why Overcoming Objections Doesn’t Work

Blog post by on July 31, 2014

When I started in sales over 20 years ago, I was taught to overcome objections.  The logic behind this awful selling technique was that overcoming the first “no” would get me closer to a yes.   I was …

Compelling Marketing Content with Jason Miller

Blog post by on July 31, 2014

Marketing Content Expert, Jason Miller Compelling Marketing Content I recently had the fun honor of talking to one of my fave content marketing people, Jason Miller of LinkedIn. And while I am pretty sure he wouldn’t describe …

Perfecting The Customer Service Pause And Ask

Blog post by on July 31, 2014

One of my all time favorite movies is Legally Blonde.  Ok it’s not my favorite but I do enjoy it.  In that movie we learn an essential customer service technique called the Bend and Snap.  Wait, I …

Forging a Digital Connection of Trust and Relevance

Blog post by on July 31, 2014

Many business leaders have a love/hate relationship with technology.  On the one hand, technological advances offer great business opportunities.  On the other hand, the infrastructure costs associated with technology shifts and the rapid pace of technological change …

Teaching Computers to Detect Sentiment

Blog post by on July 31, 2014

“Sentiment detection enriches the customer insights you get from interaction analytics, and provides value far beyond the contact center, informing strategic decisions across your entire enterprise.”In the last blog, I talked about the benefits your organization can …