Marc Sokol
A psychologist with an eye for the ways organizational dynamics make it possible or impossible to delight customers, I see the world from the eyes of customers, employees and leaders who strive to transform customer experience.
Image by shvmoz via Flickr Could this happen to your company…. When the executive convened a group of senior leaders to dig into the competitor's…
Image via Wikipedia You probably know by now that Steve Jobs died today, October 5th. His life story can be read here. Below I...
Admit it: You worry. You worry that the new teller who just said "oops" when they mistakenly transferred your money from the wrong account will...
Perhaps you know the phrase, "Good is the enemy of great". Popularized in recent years by Jim Collins, the phrase suggests that satisfaction with just...
Jason Fell shares a thoughtful post, "The new, new rules of business marketing", building off the recent revised edition of The new rules of...
In addition to the overall 2011 Customer Experience Ratings, Bruce Temkin recently published a summary of ratings for Customer Service across multiple industries. I...
The 2011 Temkin Customer Experience Ratings are out. I look forward to most anything Bruce Temkin has to report about the state of customer...
Image via Wikipedia Recently I've been focused on a phrase a client of mine has begun to use, "beyond imagination". My vision is to create…
For the marketing and business development professionals who read this blog…. Two guys are walking down the same street at separate times. Each is hungry,...
If you were among the billion or so people who watched The Royal Wedding today, the word that should come to mind is 'Brilliant'! And...
Recently I published a post describing on how marketing and customer service functions are impacting each other. More than 1,900 people have read the...
Image via Wikipedia Will QR codes become the mood ring of the new millennium? Remember mood rings? Put them on and supposedly they would reflect…
Recently I've been talking with executives about customer experience and the alignment of marketing, sales and operations functions. Some report success they have seen...
Organizational change is fraught with buzzwords. We treat many of them as if they were magic words. They are not. Try this exercise: Out loud...
Originally written about employee engagement, and how some companies respond to economic challenge, the following is also about fishing for customers: On the frozen lakes...
What happens when you pursue being customer-centric, but don't balance that goal with also being employee-centric? This is your chance to coach the...
Image via Wikipedia Our last post began with a story about Tim who trains surgeons to use new medical devices. He shared five keys to...
Image via Wikipedia If you want to be more customer-centric in the way you train, draw from your own personal experience. The gentleman sitting next…
Valentine's Day may have come and gone, but not for marketers. We are about love all year long, right? Maybe but maybe not: your company...
That's the question posed to Marsha Collier by Guy Kawasaki in an American Express Open Forum interview. Marsha is author of The Ultimate...