When Technology Gets in the Way of Customer Service
Article by Nancy Sirianni on July 30, 2014
From a productivity standpoint, the benefits of technology infusion are clear. But what happens when a firm’s use of technology collides with its customer service strategy?
The What and Where of Big Data: A Data Definition Framework
Blog post by Bob Hayes, PhD on July 30, 2014
To understand “big data,” separate the format (structure vs. unstructured) of the data from source (internal vs. external) of data.
Creating Crap At The Speed Of Light!
Blog post by Dave Brock on July 30, 2014
Everyone is talking about social selling! We have new tools, techniques, and capabilities to engage more people, more differently than we ever have before. Social selling dominates many conversations. Many would have you think social selling (social …
More Barrier Busters: How to use products to engage more customers
Blog post by Doug Fleener on July 30, 2014
Last week I wrote about the barrier that often exists between staff and customers, and why it is important to bust through that barrier in order to demonstrate the value a good staff adds to your customer’s …
PBTO10: Creativity, Innovation & Anti-Conventional Thinking
Blog post by Mukesh Gupta on July 30, 2014
Podcast: Play in new window | Download Jeffrey Baumgartner Who is Jeffrey? In this episode, we host Jeffrey Baumgartner. He is an entrepreneur, artist, teacher, author and an innovation consultant and not your typical Innovation consultant. He …
Are Sales Conversations about Discovery?
Blog post by Joseph Dager on July 30, 2014
I see that often, people don’t really know how to walk through discovery process. A sales guy is out there and that old A-B-C, always be closing, is in the back of his mind. He’s judged that …
Kicking Your Customer Experience Up A Notch
Blog post by Jenny Dempsey on July 30, 2014
My day kicked off with this inspirational quote from Marie Forleo: In every corner of our day, we have the chance to express our creativity and bring light into people’s lives. When it comes to customer service, we …
The Don’t List of Customer Service: How to Avoid Comcast’s Mistakes
Blog post by Joanna Jones on July 30, 2014
The Comcast customer-service call that went viral last week is still lighting up the internet. The call, which a customer recorded, captures a frustrating (okay, let’s just say it – hellish) conversation that he had with a …
Customer Strategy Infographic
Blog post by Doug Leather on July 30, 2014
It goes without saying that if your organisation pledges to become more customer-centric, you need to innovate your business model through a customer-centric lens. Customer-Centricity is all about the organisations ‘way of work’ or the ‘business system’ …
Playing games can improve your skills
Blog post by Luis Nieto on July 30, 2014
Sixty-five-year-old Ann Lindsey was starting to worry about how easily she got distracted from whatever she was doing. “As you get older, it seems harder to do more things at once,” she says. Then she enrolled in …