The 5 Deadly Sins Against Customer-Centric Innovation
Blog post by Jeannie Walters on July 23, 2014
It’s no surprise when I hear that many business leaders believe they are investing in innovation. The real surprise, perhaps, is how those investments are not paying off. Traditional organizational culture has a tendency not only to create a sub par environment for customer-centric innovation, but …
Visualizing complex relationships
Blog post by Troy Powell on July 23, 2014
The graphic above has been called the best statistical graphic ever drawn. It is Charles Minard’s infographic of Napoleon’s failed invasion of Russia in 1812-1813. It is ultimately a map overlaid with key facts about the campaign. …
Design Thinking and CX: Part 2
Blog post by Paul Conder on July 23, 2014
Design is a process that helps people develop systems that other people will use. This process can be applied to software, buildings, space shuttles, tea kettles and organizational structures. CX design is about applying design’s problem solving …
Staffing for Social Media Monitoring Success
Blog post by Ian Michiels on July 23, 2014
According to the National Institute for Social Media, job posts containing the term “social media” rose by 37% from February 2013 to January 2014. While we don’t have benchmark data to indicate a compound annual growth rate …
What CSRs Want Engineers To Understand About Customer Service
Blog post by Jeremy Watkin on July 23, 2014
I was recently asked to give a presentation from a customer service perspective to our engineering team at Phone.com. After about a minute of deep soul searching, I came up with the title What Customer Service Folks Want Engineers and …
Mind the Doors! An Innovative Way To Improve Customer Experience!
Blog post by Andy Hanselman on July 23, 2014
Ever stood on a train station platform in anticipation of wondering, as the train comes in, where the spare seats are – or if there are any? Have you ever struggled down the length of the train through an overcrowded …
It Really Is Not A Carry On If You’re Stuck On Air Canada
Blog post by Peter Psichogios on July 23, 2014
So me, my business colleague and another abused Air Canada passenger are waiting in baggage claim as every other passenger on our flight leaves with their checked baggage. The three of us are talking about how this …
Easy Wins
Blog post by Joseph Michelli, Ph.D. on July 23, 2014
Ahhh, summer – a season of sunshine, valiant efforts to slow one’s life down, and vacation travel. It’s hard not to notice, however, how our great escape efforts are often marked by so much preparatory and participatory stress. …
Achieving sales excellence – a story about sweet spots
Blog post by Richard Ruff on July 23, 2014
Sweet spot on gathering information Achieving sales excellence is not a business as usual challenge. Industries are going through transformational changes that are impacting what companies buy, how they buy, and what they are willing to pay …
Weighted Pipelines And Forecasts
Blog post by Dave Brock on July 23, 2014
I have to admit, I’ve never been able to figure out the value or meaning of the weighted pipeline and forecast. It’s one of those things that is embedded in every CRM system, it’s one of those …