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 High Cost of Customer Aggravation
It doesn't take much to frustrate today's customers. In fact, your business practices and processes might not be the root cause, just the trigger....
The Profitability of Dissatisfied Customers
One of the most influential propositions in marketing is that customer satisfaction begets loyalty, and loyalty begets profits. Why, then, do so many companies...
iPhone Sales Sizzle and Communities of Interest Come Alive
Apple Inc. sold more iPhones in its first 3 days than the first month of sales of Motorola Razr phones. How? Motorola spent a...
Expanding the Customer Experience in Time (Part II)
Companies seem to be motivated to focus on the customer experience for two primary reasons. One, to make it easier and pleasant for the...
Expanding the Customer Experience in Time (Part I)
Companies seem to be motivated to focus on the customer experience for two primary reasons. One, to make it easier and pleasant for the...
Engaging Customers and Fueling Advocacy the St. Supery Way
How do you create engaging customer experiences that: Are so desirable customers will work to participate? Create word of mouth draws in new prospects? Encourage…
Customer Experience That Drives Advocacy
Chris Maloney, CMO of online brokerage Scottrade, recently made these comments about customer advocacy: "Financial services customers who make referrals tend to be worth 50...
Invest in the Customer Experience To Build Relationships
I believe the customer experience is the vehicle for building customer equity. And, with customer equity comes sustainable sales and much more—a relationship that...