Blog post by Jim Tincher on March 9, 2014
This continues my review of the 2013 Temkin Award Winners and how they match the Heart of the Customer model. As I reviewed the award winners, it quickly becomes obvious that this really isn’t an either/or question.
Blog post by Maz Iqbal on March 9, 2014
Does Amazon deserve the label of ‘Earth’s most customer-centric company’? Before I answer that question, allow me to tell you a little story about a well-known telecommunications company, one whose official strategy was to become customer-centric.
Blog post by John Kearney on March 9, 2014
Here, there and everywhere you’ve heard about buyer personas. Advances in marketing automation makes accurately identifying buyer habits and preferences simple. Knowing these customer attributes is now table stakes. Chances are your organization has invested in them. They were either …
Blog post by Joseph Dager on March 9, 2014
My discussion with Mike Bremer,President of The Cumberland Group focused on understanding what really drives and sustains improvement. Mike had some great perspectives and I have included just one of them below. The entire transcript and podcast is available at …
Blog post by Martha Brooke on March 9, 2014
Last month, SurveyMonkey launched their iOS mobile app, backed by Google Capital. CEO Dave Goldberg promises a “smarter, agile, and ultimately more productive workforce.” This app strengthens customer feedback programs by allowing faster responses to customer situations. However, it reinforces …
Blog post by Howard Sewell on March 9, 2014
A few weeks ago my wife and I took our two children to Disneyland for the first time in almost a decade. Two things made the trip markedly different from our last visit: one, no stroller, and two, cell phones. …
Blog post by Louis Foong on March 9, 2014
Although social media use is thriving among B2B marketing campaigns, we cannot neglect the importance of email marketing.
Blog post by Richard Ruff on March 9, 2014
I was talking with a new B2B sales manager about sales coaching. She was a super star as a sales rep and promoted to a sales manager just a couple of months ago. As a new sales manager, she was …
Blog post by Guy Arnold on March 9, 2014
The huge pace of technological change and advancement frightens a lot of people, and makes people question whether they are keeping up to date or not.
Blog post by Jeff Toister on March 9, 2014
You probably survey your customers. But, do you learn anything from those surveys? More important, do you use that insight to improve service? Chip Bell, author of 9 1/2 Principles of Innovative Service, recently shared this startling stat from a …