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John Todor

John Todor
John I. Todor, Ph.D. is the Managing Partner of the MindShift Innovation, a firm that helps executives confront the volatility and complexity of the marketplace. We engage executives in a process that tackles two critical challenges: envisioning new possibilities for creating and delivering value to customers and, fostering employee engagement in the innovation and alignment of business practices to deliver on the new possibilities. Follow me on Twitter @johntodor

The Paradox of Excellence: Advice for a Down Economy

75% of businesses don't know what their customers of them! That's according to a report in the recent issue of CustomerStrategy (www.customer-strategy.co.uk). We have heard...

Why Circuit City Is Bankrupt and Best Buy Thrives

Simply put, Circuit City was stuck in transactional-economy mode, while competitor Best Buy is making the transition to a business model where delivering value...

Practical Ways to Use Web 2.0 in Your Business

In this podcast, Thompson interviews John Todor, managing partner of The Whetstone Edge, about his new book: Get With It! Practical Ways to Use...

Three Social Media Strategies Can Stack the Deck in Your Favor When Prospects Search

Growing participation in social media is changing the dynamics of customer relationships. Companies are confronted with two new mandates. One is monitoring the online...

The Fundamental Issues With Most Customer Experience Efforts

If you have an interest in the Customer Experience or CEM, I strongly urge you read this excerpt from Frank Capek's latest blog, and...

Petco.com Finds Connecting Customers Stimulates Sales

Petco.com recently added The Answer Den to their highly successful ecommerce site. The Answer Den enables customers to talk to customers, to ask and...

UPS Reduces the Hassle Factor and Increases Its Customers’ Profitability

73% of people say they are less likely to buy in the future from and online retailer where the returns process is a hassle., This...

A Fundamental Change in Customer Relationships: Oracle’s Announcement

The following announcement by Oracle is HUGE. Not because of the new technology, but because of the recognition by a major enterprise vendor that...

The Skinny on the Trusting of Strangers in Social Media

It seems a little strange. In the physical world we seem increasingly suspicious of strangers. Yet, there is growing evidence that in the online...

Move Over Web 2.0 and Social Media. It’s Time for SOCIAL Computing

In discussions about Web 2.0, Social Media or Social Networking, it is becoming common to hear: it is not about the technology, it is...

Hewlett-Packard Exploits Customer Experience Keyword Cache

The Customer experience is about what the customer experiences, right? Marketing people are interested in the customer experience, right? Hewlett-Packard has figured out how to...

How Best Buy Uses Social Networks to Increase Employee Engagement

Gallup and others have estimated that nearly 75% of employees in America are at least partially disengaged at work. This means they are physically...

How Dell Changed Its Online Reputation

The September 15 issue of Fortune magazine has an interesting piece on Dell Computers use of Web 2.0. When Michael Dell returned to Dell as...

How a Small Business Fuels Word of Mouth

Word-of-Mouth is widely accepted as one of the most effective ways of winning the minds of new customers. Potential customers rank people like themselves...

The Long Wait: An In-Store Customer Experience That Kills Business

A whopping 86% of people polled admitted to walking out of a retail store frustrated with having waited too long for service. This same...

Why Most Online Communities Fail

That is the title of an extremely popular Wall Street Journal article from early July, 2008 reporting on a Deloitte and Beeline Labs...

Productive Friction: You Can Do More on LinkedIn Than Collect Links

Seeing and seizing new business opportunities requires a networked brain trust—one that is proactive. In their new book, The Only Sustainable Edge, John Hagel...

Customer-Centric Salespeople Are Four Times More Effective

That's the claim in a recent white paper. The authors claim that sales professionals fall into two categories, eagles and journeypeople. According to them,...

When Customers Tell Stories, Other People Get Engaged and Buy

Stories enable customers to extend their current product-centric reviews by encouraging the inclusion of background and context. According to Sam Decker, Bazaarvoice's CMO (www.bazaarvoice.com...

Who Will Invest in the Customer Experience? Amateur Winemakers Will

Crushpad (www.crushpadwine.com) enables customers to become winemakers. They facilitate the entire experience from sourcing the grapes, crushing them, making the wine, bottling it and...

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