Lorena Harris
Lorena Harris
Consultant - Customer Experience Marketing
Lorena Harris is a top-tier MBA with 20 years of marketing and business development experience for leading B2B service providers. Her expertise is in designing customer experience Thought Leadership programs for brand building and demand generation.
Today’s Mobile Bubble
Today I attended MobileXcincy, a conference that assembled mobile experts and enterprises from around the OH, KY, IN region. Presenters flew in from around...
Unpermissible Hype
Recently I learned that once a company has filed an S-1 registration statement with the Securities and Exchange Commission indicating that they may pursue...
Financial Services: Too Complex For Consumers?
For the last six months I've been focused on developing a thought leadership program for my new company, a payment processor. To be...
Becoming a B2B Marketing Digital Native
Last week I participated in a B2B Marketing Summit in Colorado Springs. The VP's of Marketing in attendance were from companies such as...
Scary Story: Social Media Spooks Financial Services
In honor of Halloween, I've written about something really scary – social media. It may not scare you, but it frightens the risk-adverse...
Customer Experience in Financial Services – Part 2: Credit Card Issuers
Even with all the publicity surrounding last year's Dodd-Frank financial-reform legislation and the pending Durbin Amendment fee controls, the public doesn't generally differentiate between...
Customer Experience in Financial Services – Part 1: Banks
What's different about customer experience in the banking and credit card industries? Glad you asked. The customer experience research I directed last...
Ladies and Gentlemen Serving Ladies and Gentlemen
During Labor Day week , my husband and I enjoyed the Ritz Carlton's strong service model. All guests, no matter how greasy and...
Plotting Your Way To Super Loyalty
Anyone who has ever taken a business or economics course will attest to the fondness of academics for a 2×2 matrix. Put one variable...
Thought Leadership on Customer Experience: Part 3
In the last blog in this series, we discussed foundational elements for a successful thought leadership B2B marketing program: a compelling meta-theme, credible eye-opening...
What Customers Want When They Speak Out
This week, alongside many articles designed to amplify popular fascinations, CNN ran an article about customer experience entitled, How Social Media Are Amplifying Customer...
Why Your Employees are Jumping Ship
Let's continue our "employee series" with a discussion of the impact of employee satisfaction on customer experience. The research I directed last year (http://bit.ly/oDzXg8)...
Why Your Employees Aren’t Delivering Better Customer Experiences
As a follow-up to my last post on What Your Employees Aren't Telling You, let's explore why the front-line's strong knowledge of customer requirements doesn't...
What Your Employees Aren’t Telling You
In her recent customer experience blog (http://bit.ly/nQLkK5), Forrester Analyst Kerry Bodine points out that many executives have tunnel vision. She says, "Many organizations...
Thought Leadership on Customer Experience: Part 2
Let's resume the conversation about how to use customer experience research for effective thought leadership marketing campaigns. In Part 1 we examined some case...
When Lightning Strikes
Earlier this week another freakishly-strong thunderstorm rolled through town, and a great bolt of lightning cracked right above our house. My adrenaline surged, and...