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Customer Experience

The Customer Is Mostly Wrong

Gregory Ciotti | Posted 08.12.2014 | Business
Gregory Ciotti

One of the more iconic phrases in customer service is "give 'em the pickle," drawn from a story by Bob Farrell regarding an unhappy customer who couldn't get extra pickles for his hamburger.

5 Keys to Growing Your Business With Intention

Ian Altman | Posted 08.07.2014 | Business
Ian Altman

As salespeople or sales leaders, do you follow the same process every time, or do you wing it? A recent exceptional dining experience provided a valuable lesson for how acting with intention and following a defined process separates the good from the great.

Customer Service: There Is Only ONE Way

Hans Hickler | Posted 07.31.2014 | Business
Hans Hickler

Should you choose to differentiate yourself on the basis of service, then it has got to be about commitment and passion for the customer. As soon as the customer sees tradeoffs in customer service, then you have lost your differentiation on that front.

How Customer Service and Sales Are Forever Connected

Ian Altman | Posted 07.24.2014 | Business
Ian Altman

Last week, the Internet was a buzz with the recording between Ryan Block, former CEO of Engadget, and the representative from Comcast. Mr. Block and his wife called to terminate their Comcast service.

Intimacy Matters!

Hans Hickler | Posted 07.15.2014 | New York
Hans Hickler

I value expediency. The idea of finding everything I want in one store and getting in and out quickly ... love that. But there are times when I am not that shopper. When a purchase really matters to me, then I want more.

What to Do When Your Best Customer Wants to Cancel

Ian Altman | Posted 07.10.2014 | Business
Ian Altman

Uh Oh. Your best customer just sent you an email or left a voice message saying that they are not happy and are taking their business elsewhere. What do you do next?

Why Social Media Requires Being Human

Ian Altman | Posted 07.02.2014 | Business
Ian Altman

While on a trip to California to speak at an event last month, I took the opportunity to see how hospitality and travel companies respond (or don't respond) using Twitter.

How to Put Experience Back Into 'Consumer Experience'

Bob Deutsch | Posted 08.27.2014 | Business
Bob Deutsch

"Consumer experience" is one of the big buzzwords in today's marketing lexicon. But what does it really mean and what comprises consumer experience?

Keeping Up With Consumers: Shoppers Shop for That Unique Experience

Sabine Kobayter | Posted 08.17.2014 | Business
Sabine Kobayter

Do you really know who your customers are? What do they look like, and where do they live? To stay competitive and interesting, stores now need to give shoppers a good excuse to drop by.

Five Inadvertent Ways That Vendors Undermine Their Customers' Experience

Christine Crandell | Posted 07.14.2014 | Technology
Christine Crandell

Not only do these actions drive customers crazy they also erode trust, credibility, and confidence as well as future revenue.

Don Draper and Steve Jobs Have Much in Common

Spiros Margaris | Posted 07.12.2014 | Business
Spiros Margaris

What does Don Draper and Steve Jobs have in common and why does it matter? It should matter to you if you own or plan to purchase shares in Apple In...

The New Bank Innovation Platform

Spiros Margaris | Posted 07.06.2014 | Business
Spiros Margaris

One of the greatest benefits of an open innovation platform for a financial institution is that they can honestly say that they listen to what clients and potential clients want and, perhaps, more importantly what they need.

Do You Cut Costs or Deliver Value?

Ian Altman | Posted 06.30.2014 | Business
Ian Altman

Have you ever heard a marketing message from a company that is so different from the way they operate that it makes you laugh?

You're the Customer. Why Do They Think You Work for Them?

Martha Rogers | Posted 05.20.2014 | Business
Martha Rogers

My husband is a television guy, so we have screens everywhere. Everything works fine, except the kitchen TV. "Hello," I say to the cable company. "Me ...

Who Is Working Your Front Line?

Michael Tasner | Posted 05.13.2014 | Small Business
Michael Tasner

Marketing is any interaction with a prospect or customer. Keep a close eye on how these interactions are helping or hurting your business.

Taking Photos in Front of Your Business Earns Them Bragging Rights

Kare Anderson | Posted 04.02.2014 | Business
Kare Anderson

Spurring passersby to take photos or videos in front of your business can pull them through the door and pull columnists to cover "our" story. "Th...

Airline Passengers Aren't Guests, They're Cargo

Sam Fiorella | Posted 03.30.2014 | Business
Sam Fiorella

Fast forward to today and airlines promote low CO2 emissions, speed, and safety when speaking about travel and their fleets of 747s, not the experience of traveling.

The Value of Measuring Net Promoter Score

John Lusk | Posted 03.26.2014 | Small Business
John Lusk

It amazes me when I hear that a CEO or marketer has never heard of Net Promoter Score (NPS). I'm also shocked when folks tell me that they know all about NPS but aren't measuring it at their company. Really?

What Customers Want: How to Create the Ultimate Customer Experience

VisualNews.com | Posted 03.26.2014 | Business
VisualNews.com

Every interaction with a customer is a chance to gain an advocate for your brand, yet most companies mishandle 80 percent of customer engagement opportunities.

Missing Steve Jobs. The Vision Time Machine

Spiros Margaris | Posted 03.24.2014 | Business
Spiros Margaris

Also Apple's CEO Tim Cook should develop his own personal founder's vision as a guiding principle. Especially, if he wants to project a company vision that communicates to employees, shareholders and clients a credible and promising future.

When Perks and Discounts Can Hurt Your Business

Ian Altman | Posted 03.23.2014 | Business
Ian Altman

I speak with corporations and groups around the world, so I'm constantly flying on planes and staying in hotels. I see the good, the bad, and the ug...

Stop Training Sales, It's Frustrating Customers

Christine Crandell | Posted 03.02.2014 | Business
Christine Crandell

Sales enablement tools are the guides that help sales be more successful and outperform the competition. The underlying assumption is that the sales person can control the buyers' journey. Unfortunately, that's an illusion

5 Marketing Predictions for 2014

John Lusk | Posted 03.01.2014 | Small Business
John Lusk

I predict that in 2014 more and more companies will start tying sales goals to their social channels rather than simply focusing on reach and engagement numbers.

5 Lessons All Departments Can Learn From the Customer Service Department

Blake Landau | Posted 03.01.2014 | Business
Blake Landau

I'm here to give you a friendly reminder that if you are not service-oriented you will not survive. Simple as that. I'm declaring 2014 the year of the service-oriented company.

Don't Take 'No' for an Answer: Tips for Going Straight to the Top to Resolve Problems

Jack Garson | Posted 02.22.2014 | Business
Jack Garson

You've heard the line: "These stunts were performed by a professional. Don't try this at home." Well the same applies to battles with big businesses and the government. If you're facing an IRS audit, stay out of it.