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Confusion About Metrics

Blog post by on July 22, 2014

I recently read an article from someone I respect, “Revenue Is Not A Metric.”  To be honest, I was confused–as I read the article, there was some clarification–”revenue is a result….” As I usually do, when I …

The World’s Leading Industry For Tone Deafness

Blog post by on July 22, 2014

There isn’t a lot of love out there for financial services companies. This was underscored most recently with the release of The Reputation Institute’s annual survey of consumer perceptions.  For quality of reputation, financial services came in …

Journey to Customer Experience Excellence

Blog post by on July 22, 2014

I was speaking with a colleague the other day who asked me about the state of Net Promoter community in today’s customer experience oriented market. I thought I’d share my observations to a broader audience to help …

Kimpton Karma: Good Data Going Full Circle

Blog post by on July 22, 2014

When a person’s actions decide the fate of future existence, we call it Karma. When the sum of a company’s data is used to improve the future existence of both its customers and itself, we can call …

When is a Carry On Not a Carry On?

Blog post by on July 22, 2014

A carry on piece of luggage is not a carry on when you are flying the airline Air Canada Rouge. I woke up and it was still dark and I thought I was having a nightmare but …

How apologies influence consumer behavior

Blog post by on July 22, 2014

Earlier this month, I read a Wall Street Journal article titled The Art of the Airline Apology. The article features a 2009 study by researchers at the University of Nottingham’s School of Economics in the United Kingdom …

Top 5 Power Words to Use in Selling Documents

Blog post by on July 22, 2014

What’s in a word? Aside from the visual, communication is pretty much our only means of expression, and without words (written, spoken…what have you), our unique personas would certainly pack a lot less originality. And frankly, it’s …

One-Sided vs. Two-Sided Arguments

Blog post by on July 22, 2014

When presenting your point of view, should you adduce only the arguments in your favor, or those opposed as well? There are several good reasons for presenting a one-sided argument. The first reason is focus; it’s so …

Customer Data Deliver High Value Customer Experience

Blog post by on July 21, 2014

Customers have learned that in order to have a more customized experience they need to provide the data to drive those high-value communications and experiences. However, the burden is on marketers to become better in delivering on …

Starbucks’ Brew For Effective Employee Training

Blog post by on July 21, 2014

On one winter evening in February 2008, Starbucks closed all of its U.S.-based stores and insisted that its 135,000 employees take a coffee break. Well, not really a coffee break…  but a break to relearn how to …