Joellyn Sargent
Joellyn Ferguson
Joellyn Ferguson, CEO of the Claravon Group advises companies on building brands that inspire devotion among employees and customers alike. Her holistic approach to growth aligns strategy, branding, and customer experience, creating breakthrough results and lasting dividends. Joellyn is a former CMO with an MBA from Embry-Riddle Aeronautical University. She is the author of Beyond the Launch and several ebooks on cultivating powerful customer connections.
Is Poor B2B Customer Experience Undermining Your Sales Success?
B2B customer experience is nothing like a consumer experience.Or is it? While the sales process may be vastly different for B2B, buyers are still people....
The Secret to Winning Top Talent in a Tight Market
From efficiency and innovation to customer experience and brand equity,employees have the power to help a company sink or soar. Is your business having trouble...
Creating Brand Affinity when the Customer Experience is Over
There’s no doubt that delivering a compelling customer experience is critical to building an enduring brand, but what happens when the experience ends? Does...
Passenger Experience: The World’s Busiest Airport
The mayor of Atlanta, Kasim Reed, took some heat recently for the unexpected firing of the general manager of the world’s busiest airport, Hartsfield-Jackson...
Shine on: Keep Customers Engaged After the Sale
Back in January, when I (and half of America) decided it was time to get serious about my health, I thought it would be...
Dollars to Donuts: It Takes More than Sweets to Win Loyalty
I was heating up a sweet Krispy Kreme Original Glazed for dinner tonight (I know, bad idea, I usually each much better) and the...
What You Can Learn from the Millennial Mattress
When I was growing up, Casper was a friendly ghost. Today, Casper is a mattress that comes in a box.In less than two years...
What do Marshmallow Treats Have to do with Customer Experience?
Cooking up a Great Customer ExperienceI just spent a few minutes of quality time with my daughter making a family favorite: sticky, gooey, marshmallow...
CEO Newsflash: Customers Don’t Want to Be Delighted
It’s true, and I’m here to set the record straight on customer delight. Yet another newsletter touting the benefits of customer delight landed in my...
Are You Bullish on Growth?
In a recent article on Forbes.com, Niall McCarthy shared an infographic on CEO’s top concerns for 2016. Chart-topping issues included over-regulation, geopolitical uncertainly and...
Does Your Board Put Enough Value on Customer Experience?
Whether your company is public or private, members of your board are probably eager to take a more strategic view of the business. In...
Failure: What to Do When Your Best Effort Falls Short
Failure is a part of business. In spite of our best efforts to plan, manage, oversee, adjust and avoid the worst, sometimes things just...
Find Your Profit Zone
Have you found that special place that I like to call your profit zone? If you have a financial background, you might assume I’m talking...
CEO, Meet Your Customers
When was the last time you spoke to a customer? Sounds like a silly question, but really, what’s your answer? Has it been too long?…
Can Blind Hiring Improve Your Customer Experience?
There’s a bit of buzz in tech circles about the concept of blind hiring, which has been recently covered in the Wall Street Journal...
The CEO’s Number One Rule for Customer Experience
When it comes to delivering an unbeatable customer experience, there is one rule that trumps all others. It has little to do with the...