The Evolution of Customer Service: Adapt and Adopt or be Left Behind
Blog post by Shep Hyken on April 23, 2014
The Evolution of Customer Service: Adapt and Adopt or be Left Behind 17inShare Customer Support When I was a kid, there were five TV Channels; ABC, NBC, CBS, PBS and a local channel. I remember it was …
Potential Mistake that Marketing Teams Should Avoid
Blog post by Mukesh Gupta on April 23, 2014
The biggest mistake that I have seen a lot of marketers starting to make is that they fall in the trap of following experts at the cost of not following their customers/prospects.
Four Ways to Tell a Bigger and Differentiated Company Story
Blog post by Kathy Klotz-Guest on April 23, 2014
Storytelling is the original social medium and humans are wired for it. As a marketer, storyteller, and improviser, I also believe it’s one of the most important, though underutilized, skills for leading today. And it’s not just …
Big data supports the importance of front-line sales managers
Blog post by Richard Ruff on April 23, 2014
When companies get it right managers thrive, staff is more engaged, and companies gain a competitive edge. In fact, according to Gallup, when companies can increase the number of talented managers and double the number of engaged …
Customer Experience and Balance of Power
Blog post by Gregory Yankelovich on April 23, 2014
During the last few years we witnessed tremendous political impact of social media on politics, both in government and corporate realms. The examples abound from the social media fuelled Arab Spring demonstrations and political campaign funds collections, …
Social Media – Outlier posts and what that tells us about strategy?
Blog post by Terry Golesworthy on April 23, 2014
No one knows how long it will be before the social media bubble bursts or, more likely, new platforms come along and steal the pot of gold. It is logical therefore that the current leading social platforms …
How Strong Performance Can Mask Issues in the Future
Blog post by Bill Hogg on April 23, 2014
In my experience as a leadership consultant, I have had the privilege to work with a wide variety of organizations of all sizes and from different industries. However, one thing I have observed that has gotten many …
Unique, Differentiated? But Are You Relevant?
Blog post by Dave Brock on April 23, 2014
It’s critical that we differentiate our offerings and solutions from the alternatives the customer is considering. Marketing, product management, and sales all spend endless hours trying to figure out that differentiation, to create that edge. But too …
How to sell complexity beyond the customer’s capacity to understand
Blog post by !Syndication !Default on April 23, 2014
How can you persuade someone to buy your complex product when 90% of your presentation is forgotten within 72-hours[i]? The short answer is you can’t. Unless you dramatically change how you engage with customers, they won’t understand …
Customer satisfaction is a board room concern. What about “customer relationship”?
Blog post by Dave Frankland on April 23, 2014
We recently surveyed 200 customer-facing professionals and asked respondents about what three things they perceive drive board and executive level decisions at their company. Answers ranged from revenue and profit to internal politics, corporate social responsibility, and …