Michelle deHaaff

Beyond Black Friday: Holiday Shopping Could Cost Retailers Billions

Black Friday, Small Business Saturday, Cyber Monday, Giving Tuesday, and now…Turkey Thursday. Retailers are increasingly looking to the holiday shopping season (and the handful...

9 Ways to Help Your Employees Take Ownership of Your Business

When you own (or are in charge of) a business, it becomes a close family member — you’d do anything for it. From tireless...

How Can You Leverage the “Continuous Feedback Loop of Everything” Created by the Internet...

Like the “Shareconomy,” the Internet of Things (IoT) is currently a bit of a catch-all — if not an all-out tech world buzzword. But...

Learn Hilton’s Secrets for Tripling Its Number of More-Than-Satisfied Customers

The hospitality industry is famously competitive when it comes to delighting guests. But despite this stiff competition, Hilton Worldwide has won consistent acclaim as...

What’s Missing from “The Art of War”

The Art of War is the darling of business and new age development gurus. How they interpret Sun Tzu’s classic is as you would...

How Luxury Brands Decide Which Customer Experience Investments to Make

What makes a brand a luxury brand? People often think about the answer to this question in terms of quality of the product. More and...

3 Ways to Simplify B2B Customer Relationships

At first glance, it might seem that delivering a great experience is easier for business-to-business (B2B) companies than for consumer-facing firms (B2C). B2B companies...

How Engaging with Customers Online and In Social Is Driving Millions in Revenue at...

When it comes to customer experience, what often separates big mistakes from little ones is how companies handle them after the fact. If your...

CRM Tells You Only Half The Story: 5 Ways CEM Completes It

Note: Don’t forget to sign up for our upcoming webinar on CEM-CRM integration below!  From the moment I joined a beta customer group that was...

Comcast: Churn Prevention Isn’t the Same As Customer Retention

The viral fallout from last week’s Comcast call from “hell” has transitioned to a new phase: damage control and reform. In a leaked internal...

Comcast’s Customer Experience Debacle: 3 Ways to Prevent Frontline Disasters

If you’ve been on the internet the past 24 hours, you’ve probably heard by now about the experience of Ryan Block and his wife...

How Zurich Insurance is Reducing Churn Through Great Customer Experience

What would you do if 40% of your customers were to up and leave — tomorrow? Does the scenario sound outlandish? Well, if you’re in...

Tory Burch: How a Brick-and-Mortar Retailer is Beating its Online Competition

“Software eats retail.” For any brick-and-mortar company, this absolutist prediction from mega venture capitalist and entrepreneur, Marc Andreessen, is far from new. The footsteps...

Delivering A Painless Experience: How PayPal Increased Transactions by $2 Billion

No matter how good you are at what you do, there is friction in your business. Friction that stands between your customers and what...

Customer Experience: The Secret to Cutting Costs

We often talk about great customer experience as a means to unlock revenue: You retain customers, realize more of their lifetime value, and mobilize...

Your CEO is NOT the Top of the Pyramid

Who is the most important person in your organization? The natural inclination is to point toward the CEO. But if that’s how you’re thinking...

How To Become The Nordstrom Of Your Industry

True or False: When it comes to customer experience, there’s only one Nordstrom. Well — at least, there can only be one company called Nordstrom....

How the Voice of the Customer is Driving Strategy Inside 7-Eleven

Your customers — let’s imagine that they spend less than five dollars in your store. That, on average, they’ll spend roughly three minutes while...

Customer Experience Improvement — It Doesn’t Necessarily Begin With the Customer

Improving the customer experience is finding its way to the top of more and more CEO’s list of priorities. You’d imagine that the obvious...

How One Founder Uses Customer Value as the North Star for His Business

Customer experience costs money. So, when it comes to your business, that makes it a cost center, right? Sure — if that’s how you treat...

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