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Building Repeatable Customer Experiences

Blog post by on April 22, 2014

A Chief Customer Officer must embed two new competencies inside the operation: 1. Customer Experience Reliability - Resolving issues that create irregularity and lack of reliability in your customer experience. This means: Managing the customer as an asset Listening to the …

Make More Money By Selling What They Are Buying

Blog post by on April 22, 2014

Last week I posted about the difference between focusing on what you sell and what the customer is buying using the Stradivarius violin as an example. A new/old example came up again this week: Corona Beer. Bloomberg …

Why Your Customer Service Training Needs to Flip

Blog post by on April 22, 2014

Flipped learning is hot topic in training circles.  It has the potential to fix one of the most fundamental problems that plagues corporate training. Employees attend a training class, learn new skills, and then… Do nothing.  Flipped …

Four categories of enterprise gamification

Blog post by on April 22, 2014

When you think of gamification, what are the common things that come to mind? Points, badges, leaderboards. These items are in the cognitive toolkit. But looking at the sheer variety of game mechanics, you can see that’s …

Golden Goldfish Excerpt – Retention vs Acquisition

Blog post by on April 22, 2014

The following is an excerpt from the upcoming book, What’s Your Golden Goldfish? (available on Amazon May 1st): Chapter 2 RETENTION VS. ACQUISITION “The search for meaningful differentiation is central to the marketing effort. If marketing is …