You've probably heard the term "war on talent." People in human resources have been talking about it for a decade. Well, that time is really here now. However, I'd like to challenge us to change the vocabulary around this. War has such a negative connotation.
Are big data and the all-important marketing persona really a perfect match? If you're in the marketing trench like I am every day looking for better ways to create targeted content that's delivered to targeted customers - Yep... It's a perfect match.
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.
Thanks to tantrums and never-ending checkout lines, it is no wonder that footfalls are increasing in online marketplaces. Be it for clothes or gadgets or even groceries. Everybody thinks that it is considerably easier to conduct business on the net.
In a high volume business, you may be able to get by with historical percentages for win rate, but in many businesses, a few opportunities could make or break the year. How real are they? My 2014 challenge to you is to stop guessing.
They're exactly the kind of customers you want -- engaged, excited, and thrilled to tell others about your company. But can you actually convert customers into evangelists for your brand, or is it all just luck?
Some folks seem to get into a customer service Battle Royale every time they step outside their house. Maybe it's because the universe is against you guys. Or maybe -- just maybe -- it's because you behave like selfish obnoxious bullies.