Andrew Wells and Kathy Chiang, Monetizing Your Data: A Guide to Turning Data into Profit-Driving Strategies and Solutions How intelligent is your company about your customer? Do you know enough about them in order to create a personalized customer experience? Understanding your customer through deep intelligence enables you to drive the right actions and experiences that […]
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Chip R. Bell, Author, Kaleidoscope: Delivering Innovative Service That Sparkles Growing up on a cattle farm is a chance to see both the promise and perils of freedom. For months cows leisurely graze, sleep in the shade, and drink water from a nearby pond. In the winter when there is no grass, bales of hay are
Chip R. Bell, Author, Kaleidoscope: Delivering Innovative Service That Sparkles As grandparents, my wife and I are in the middle of brainstorming cool presents for our three granddaughters. Over the Thanksgiving holidays, we asked them for suggestions. The 10 and 12 year olds took a clipboard and made a list, complete with brand names and
Noah Fleming, Author, The Customer Loyalty Loop Most companies believe the customer experience starts once the prospect has given you money and has become a customer. They’re wrong. The experience starts long before a prospect has ever made a purchase and continues long after that first sale is made. The customer is experiencing through every
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Kirk Krappe, Co-founder & CEO, Apttus Your B2B customers expect services and products now. They expect these things quickly, and they expect fulfilment over any channel. Some may blame Amazon; the ease of use that people have come to expect out of B2C has carried over into what they expect from B2B. Others might hold the sheer
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Chip R. Bell She was over-the-top friendly. Her eye hugs made you feel like you were in the presence of a forever friend. As she rang up my purchase at the checkout counter of the super-sized department store, she commented on my cowboy boots. “You’re either from Texas or you got a heap of cowboy
Robert Reid, CEO, Intacct When it comes to outstanding customer service, I say live by the Platinum Rule: “Do unto others as they would want to be done unto.” Treat customers the way they want to be treated, not the way you would want to be treated. This requires you to understand their perspective and what
Do you sometimes feel like the person or organization that you are buying from acts like they are doing you a favor? I do. You go into a store and literally have to tackle someone to help you. You call a company and don’t get a call back for days. You get the distinct impression
John Dowling A vision without value is a pipe dream. Let’s examine some real life success stories as examples of what value has meant to these successful visionary ideas. Starbucks Opening a coffee shop in the United States and then franchising it 30 years ago seemed like a vision conceived by looking out of your
Scott Addis, CEO, The Addis Group In today’s dog eat dog business environment, it is essential that you develop a strategy to stand out in a crowded marketplace… to separate yourself from your competition. Simply put, to be different! Theodore Levitt, the renowned economist, professor at Harvard Business School and editor of The Harvard Business Review had the
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