Top 10 Most Popular Posts of All Time

Top 10 most viewed posts of all time.

One Word Can Speak Volumes About Your Company Culture

Employee surveys are used to help manage the employee relationship. The questions in the employee survey are used to elicit employee responses that will be used to better understand how to improve that relationship. I crafted a...

12 Customer Service Quotes to Inspire You in 2013

If your resolution is to deliver better customer service as an individual, team or an entire organization, here are 12 customer service quotes to inspire you on a monthly basis during 2013: January: "The goal as a company is to have customer service that is...

Cross Selling at Banks: Adopting the Right Strategy for a Healthy Bottom Line

Cross-selling is a concept all banks seem to be harping on, but is it worth all the hoopla? Selling new products to existing customers has long been on most banks' agenda and has been constantly discussed in various internal/external meetings. Yet historically, few banks have...

What Exactly Is Touchpoint?

One of the reasons why there is no consensus on what CRM/CEM really is is because there is no consensus on the definition of relationship/experience. What's worse, there may also be no consensus on who the customer really is! So, before trying to agree...

The Importance of Quality Control: How Good Is Your Data?

Most manufacturers would never think of eliminating the quality control function from their production processes. Without quality control, the number of defective products that must be reworked, scrapped or returned would dramatically increase. Almost all consulting/service organizations monitor the quality of the services they...

Guidelines for Writing an Effective Questionnaire

Writing an effective questionnaire is not a task for novices. At the very least it requires an understanding of four basics. These are: 1. Considering the differences that exist when writing a questionnaire that respondent's will fill out themselves as opposed to when...

Are Starbucks’ Prices Too High?

Should Starbucks lower its prices? If you ask people what they think about Starbucks—and we did—you hear a lot about price: "Just overpriced coffee. Would not make me badmouth it, simply not go there often." "I tend to go to Starbucks when I travel, especially…

IKEA: A Branded Experience Is More Important Than Customer-Centricity

The IKEA mission is to produce quality furniture at affordable price. After my 2006 article, IKEA's Branded Experience came out, I heard from readers in different part of the world who had similar emotions. I wrote how I hate the IKEA in-store shopping experience and...

Sales Stage Workflow–A Sample

Sales stage workflow reflects the best sales practices of a company's sales "rainmakers". It identifies both the major stages of the sales cycle and the activities that need to be accomplished within each stage; i.e., the sales process. Often a company will identify multiple...

Hofstede’s Five Cultural Dimensions

Many people are now turning to the work done by Geert Hofstede between 1967 and 1973. Working for IBM at the time, the professor collected and analyzed data from more than 100,000 individuals in 50 countries to develop his Cultural Dimensions model. IDV, the first...

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