How to Lose a Customer in 10 Days
Blog post by Annette Franz Gleneicki on July 30, 2014
Businesses are – knowingly or unknowingly – sabotaging their customer relationships. Customers don’t want to put up with it anymore – and they make sure their friends hear about it.
How Successful Contact Center Teams Live The Customer Experience
Blog post by Jeanne Landau on July 30, 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. But who owns customer experience?
Best Features of Marketing-Specific Project Management Software
Blog post by Christopher Hebert on July 29, 2014
Project management is not a one-size-fits-all endeavor. Marketing projects are not like those of other departments, so it is important that the PM software chosen by marketing teams offers the tools and functionalities that will best complement …
Owning the Customer Agenda
Blog post by Jeanne Bliss on July 29, 2014
The tried-and-true formula we’ve all seen when there’s a problem area in a company is this: hire someone, staff up, and let them run. But throwing head count won’t cut it for customer experience work. This isn’t …
Changing the choice context can change the game
Blog post by Mark Sage on July 29, 2014
I saw a number of presentations from various UK startups in the last few weeks and one really caught my attention. Playmob is a startup focused on linking charitable giving to the purchase of game items/actions. When …
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 …
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 …