Marc Mandel
Allegiance
Marc Mandel is a Regional Sales Director at Allegiance, Inc.
I’ve had the privilege of writing fairly regularly on the subject of customer experience strategy. We’ve explored tools and process up until now, looking...
Let me make a suggestion right out of the gate. While many customer experience practitioners have readily adopted journey mapping as a best practice,...
I'd like to begin this blog post by telling a short story, entirely true. I was out of town this week, in Salt Lake...
How many times have you seen a sales training program that claims to teach us how to "close any prospect in one conversation" or...
We've already taken a number of close looks at the payers and how healthcare reform coming out of the current administration is forcing the...
As I write this post, I just completed a limited review of the primary Voice of the Customer platform companies, looking for their specific...
As I've often written and spoken about, we as professionals in our respective industries and companies need to come to terms with the opinion...
Today's announcement from Kana Software about their acquisition of Overtone, one of the early generation text analysis tools companies with a handful of very...
It seems that I'm noticing a greater than ever number of once significant retailers closing their doors. Only last month I wrote about Borders...
As a professional Customer Experience Management practitioner, I have come to realize that while I have a good eye for a great experience, I...
I just had the pleasure, or maybe experienced the sheer pain and agony of visiting one of the Borders Books locations slated to close...
A great deal has been written in the business press in the past week, at first anticipating the bankruptcy of Borders Bookstores, and then...
I have had the great fortune to work with numerous insurance companies in the past five or six years, both in terms of assiting...
Allow me to start this post by saying that while I have never met, nor spoken with Nicholas Negroponte, the noted scholar, academic, philanthropist...
How often do we find ourselves either pressured during a sales cycle with a prospect to deepen discounts as a vein attempt to capture...
How often have you heard a company executive boast that his company delivers exceptional customer experience and when asked for evidence he offers that...
I can remember visiting a new client I had just signed to a project a few years ago. They are a national florist headquartered...
I feel a certain sense of pain inside me whenever I run a seminar or conduct a workshop for a new client or prospect...
My dad owns and operates a very successful business in which they evaluate and review a variety of golf gear and publish the...
I'd like to tell a little bit of a personal story to try to illustrate an important lesson in customer experience as it's related...