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Paying to Line Jump Customer Service is Wrong

Blog post by on August 20, 2014

A mobile phone company in the UK EE, (Everything Everywhere) seem to be annoying their Customers every time and any time. Here are three examples. 1. Line Jumping: BBC.com reported that EE has just introduced a 50 …

Stop Wasting Time On Forecasts!

Blog post by on August 20, 2014

Over the past several weeks, I’ve spent a lot of time talking and corresponding with lots of people on forecasts.  An article I wrote several years ago, The Most Used, Useless Metric In Sales has been republished …

That’s How We Do Things Around Here

Blog post by on August 20, 2014

Image courtesy of infinity and beyond How can a story about a few monkeys challenge the way we think about how and why policies, processes, and cultures are created?When a colleague asks you why you do things …

What Are The 5 Most Essential Skills for Marketing Ops?

Blog post by on August 20, 2014

Marketing Ops has become the nerve center for today’s modern marketing organization. It’s no surprise that Marketing Ops pros are in-demand and sought-after by CMOs to operationalize marketing, automate processes, standardize data and measure everything. This is …

Where is the CX Influencer Strength?

Blog post by on August 20, 2014

There are three variables that drive where the customer leadership role can successfully reside and to whom it should report: 1. Leader commitment2. Understanding of the mission3. Ability to work cross functionally The more evolved the organization …

Does Your Company Deliver on Its Basic Promises?

Blog post by on August 20, 2014

Every company has basic promises they make to their customers.These aren’t measures of extraordinary delight. They aren’t the stuff of legend. A basic promise won’t garner your company a viral YouTube video or a million Facebook likes.They’re …