Marc Mandel
Marc Mandel
Allegiance
Marc Mandel is a Regional Sales Director at Allegiance, Inc.
Three Types of Employees – Miscategorize at Your Own Peril
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...
Customer Journey Map redefined: Customer Journey Management
Let me make a suggestion right out of the gate. While many customer experience practitioners have readily adopted journey mapping as a best practice,...
Rule #1 for Creating Good Customer Experiences: Ban the phrase “There’s nothing that I can do” from the corporate...
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...
Closing should be a non-event.
How many times have you seen a sales training program that claims to teach us how to "close any prospect in one conversation" or...
Will new levels of accountability for patient satisfaction be a sufficient driver of change in the US Healthcare system?
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...
Forget building a customer hub. Instead, consider a “customer nervous system”.
As I write this post, I just completed a limited review of the primary Voice of the Customer platform companies, looking for their specific...
Customer and Employee Experience: Can’t we just hang inspirational posters?
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...
Text Analytics Pure Plays Make Sexy Brides in the Era of Social Media Analytics
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...
Blockbuster kaput? Long ago, it seems.
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...
Disney, oh how we miss you.
As a professional Customer Experience Management practitioner, I have come to realize that while I have a good eye for a great experience, I...
The fall of Borders Books: A follow-up observation.
I just had the pleasure, or maybe experienced the sheer pain and agony of visiting one of the Borders Books locations slated to close...
Borders: Death by Not Crossing Experience Parity
A great deal has been written in the business press in the past week, at first anticipating the bankruptcy of Borders Bookstores, and then...
Customer Experience in the Insurance Industry: The Curse of the Upside-Down Customer Value Proposition
I have had the great fortune to work with numerous insurance companies in the past five or six years, both in terms of assiting...
Lessons in Customer Experience Management from Sub-Saharan Africa
Allow me to start this post by saying that while I have never met, nor spoken with Nicholas Negroponte, the noted scholar, academic, philanthropist...
Counteract Margin Erosion and Discounting with Superior Customer and Employee Experiences.
How often do we find ourselves either pressured during a sales cycle with a prospect to deepen discounts as a vein attempt to capture...
Superior Customer experience is not about fire fighting
How often have you heard a company executive boast that his company delivers exceptional customer experience and when asked for evidence he offers that...
The call center as the frontline in the Customer Experience battleground.
I can remember visiting a new client I had just signed to a project a few years ago. They are a national florist headquartered...
Who’s responsibility is customer experience management anyhow?
I feel a certain sense of pain inside me whenever I run a seminar or conduct a workshop for a new client or prospect...
Crowdsourced customer preference testing, or the power of the “I like” button
My dad owns and operates a very successful business in which they evaluate and review a variety of golf gear and publish the...
Customer Experience in automotive retail, or, How Hyundai blew their chance to crush Lexus in the US auto market.
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...