From Lip Service to Superior Service
Many businesses talk a good game about being more customer-focused, but the reality rarely matches the marketing. Consider how quickly a proactive and engaging social media strategy can be undone by an...
View ArticleHow Much Are Your Customers Really Worth?
The best companies don’t just serve their customers well. They serve them in a way that also creates maximum value for the business. Pouring money into improving the customer experience is a crapshoot...
View ArticleThe Right Ingredients for a Superior Customer Experience
Customers gravitate to brands that they can trust for good value, great quality and an ideal experience. The environment is ripe for disruptors that can demonstrate—through actions, not words—an...
View ArticleCan the CIO-CMO Marriage Be Saved?
Everyone loves to talk about CIO/CMO alignment, about how these two executives are joined at the hip and working closely to create a digital strategy that delivers great customer experiences. But the...
View ArticleBeyond CRM: Supercharging Adoption and Transforming the Sales Function
We all understand the importance of CRM, but few of us exploit its power. Used innovatively, CRM can be a springboard to business transformation. It can become a platform that helps you uncover new...
View ArticleStructuring for Success
Getting closer to the customer is the goal of every business these days. Today’s social networked, device-driven, always-on world makes it possible for companies to know more about customers and be in...
View ArticleFirst-Class Field Service: Your Brand’s Secret Weapon
Many of us have been frustrated by interactions with customer service representatives, and all too often, that experience continues to weigh heavily on our perception of a company’s brand long after...
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