Are You ‘Pissed Off’ Enough To Be A Top Performer?
Blog post by Dave Brock on July 29, 2014
I saw a brilliant video by Tom Peters, Innovation: Angry People Make Change, be sure to watch it. Being pissed off, angry, impatient is an important concept around success–particularly in sales. Now before some of you jump …
How Successful Contact Center Teams Live The Customer Experience
Blog post by Jeanne Landau on July 29, 2014
Customer Experience is a simple phrase that subtly captures the entire, complex interaction between a customer and a business. For typical product design cycles, focused areas of responsibility are easy to identify: Engineering owns functionality, Sourcing owns …
Three Critical Moments in Every Customer’s Experience
Blog post by Jeff Toister on July 29, 2014
There are three moments in every service experience that matter most.They have an outsized impact on what your customers will remember. Get them right and you’re on way to establishing a loyal customer relationship. Fail in any …
CMO Spotlight: Blair Christie, SVP and CMO, Cisco
Blog post by Louis Foong on July 29, 2014
Next up in our series on inspiring CMOs from around the world is Blair Christie, SVP and CMO of Cisco. What caught my interest and attention is Blair’s perspective on “the intelligent connection of people, processes, data …
2015 Planning & Marketing Budget Prep: Start Now, Win Big
Blog post by Scott Vaughan on July 29, 2014
We’re well into the second half of the year and focused on nailing 2014 goals. Believe it or not, it’s time to start planning and thinking about 2015 marketing planning and budgeting. I know – buzz kill. …
When the Best Solution Is NOT Your Offering
Blog post by Peter Cohan on July 29, 2014
Have you ever found, when doing Discovery with a prospect, that the problem they face may not be best addressed by your offering – that another organization’s product would be better choice for them? Do you go …
4 Things Buyer Personas Are Not
Blog post by Tony Zambito on July 29, 2014
When products or services look similar, are called by similar names, or represented to be the same as, this can lead to confusion. When it comes to buyer personas, this is more common than it should be.
The gift that is Customer Feedback. How not to accept it by Southwest Airlines & Easyjet
Blog post by Ian Golding on July 29, 2014
Unsolicited feedback can potentially have the most significant effect on the companies it relates to. This is the feedback that is being produced on a daily basis across social media platforms such as Facebook and Twitter.
Decoding The 4 C’s Of Leadership
Blog post by David Miller on July 29, 2014
What’s the biggest mistake in leadership? Arrogance? Self-interest? Acting too fast? Personally, I would say it’s being certain. Things change all the time. When we forget that, we become certain. And when we become certain, we forget …
Measuring What Matters: Those Addictive Numbers
Blog post by Vanessa DiMauro on July 29, 2014
I’ve done it. It’s gone. Cold turkey. After years of asserting we need to measure what matters in social business – as opposed to just tracking outcomes we can count easily — I decided to take down …