Does Employee Engagement Impact the Bottom Line?
Blog post by Abby Smith on August 1, 2014
By focusing on engaging and empowering her workforce, rather than focusing primarily on the customer or the bottom line, the CEO more than doubled sales during her time at Burberry.
Avoiding B2B One-Night Stands
Blog post by Patricia Seybold on August 1, 2014
We’ve all probably done this: a business that sells to business customers offers a special deal or promotion to attract new business or to liquidate inventory, and then is unable to convert those bargain hunters into loyal, repeat customers.
Car Salespeople ARE Aggressive and Obnoxious. Let’s Stop Blaming the Victim.
Blog post by Andrew Rudin on August 1, 2014
Enter the phrase car salesmen are in a Google search window, and the application dutifully completes the phrase with four suggestions: scum, crooks, liars, and losers. If you want to finish off the expression with a more positive adjective, you’ll have to get creative.
Connecting the Five CX Competencies
Blog post by Jeanne Bliss on August 1, 2014
The customer experience that gains the most confidence with customers is to get the basics right. First, you must earn the right to customers’ confidence. Knit together the series of contacts you have with customers to bring …
Should you re-train or hire your social customer service team?
Blog post by Jeremy Taylor on August 1, 2014
Merging new and old methods to create a consistent service for customers is one of the primary challenges for contact centre employees and managers. The question is: how do you marry the two up with the same …
A toolkit to tackle organisational challenges
Blog post by Ben Reason on August 1, 2014
A strong focus on your customer can become the driving force for business improvement. The challenge often lies in tackling the organisational issues that stand in the way of doing things better and being more customer centric. …
How to Generate Compelling Content Ideas for Your Online Customer or Member Community [Infographic]
Blog post by Joshua Paul on August 1, 2014
When your private online customer or member community is in its early stages, you have to rely heavily on content as the driving force that brings people in. Your online community is not just competing against other communities …
Help Your Customers’ Problems Vanish – That’s Innovation in Action!
Blog post by Andy Hanselman on August 1, 2014
The ‘revolutionary’ vanishing white line used by referees in the Wold Cup in Brazil to keep players back 10 yards at a free kick is to be introduced in the Premier League this season. Once sprayed by …
Learning To Teach
Blog post by Dave Brock on August 1, 2014
I’ve been writing about “teaching our customers” these days. To often, what I see of teaching is a more advanced form of a pitch. Rather than pitching our products, we are now pitching business issues the customer should be concerned …
Content Voice: What a Fun Country Song Can Teach Business
Blog post by Kathy Klotz-Guest on August 1, 2014
Content Voice Lessons from ‘Girl in a Country Song’ I am not a country music fan. Oh sure, there is the occasional song that makes me laugh, smile and sing along. I am, however, a fan of …