The Dysfunctional Difference
With over 40 years working in marketing and sales with national and regional companies, my observations blend into certain realities.
A lot of companies are dysfunctional.
They were dysfunctional then and years later, they still are.
A few do almost everything right.
There are profound differences in how these two types of companies go about creating value for ... Read More
Which of these statements is true?
Statement 1
Contact center employees are a vital link to the customer. Through the way they exercise their talents, knowledge, and resources, they are uniquely positioned to influence customer perceptions of the enterprise and build or diminish the brand promise.
Statement 2
Contact center employees are among the most poorly paid and under- appreciated employees in the enterprise. They have limited career growth opportunities, are measured and evaluated more frequently than any other group of employees, and incur the highest turnover rates.
By Randy Saunders
Today’s consumer expects a convenient shopping experience that seamlessly spans all retail channels. For example, a shopper may utilize the web, the store, and the call center to:
This is becoming more and more common. According to a ... Read More
by Randy Saunders
Aberdeen Group has published a new research report, “Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand.”
The study explores the adoption of Customer Experience Management (CEM) and isolates the leaders in customer retention and satisfaction to examine why these Best-in-Class companies outperform others when it comes to growing and harvesting customer advocates.
The study finds:
By Randy Saunders
Strativity Group has published their 2009 Global Customer Experience Management Benchmark Study that finds savvy companies ... Read More
Shaun Smith, one of the founders of the Customer Experience movement, a respected author and foremost expert in CEM and brand loyalty, will speak at the ... Read More
Opinion by Dale Wolf
Howard Sewell writes on his blog that "A growing number of Silicon Valley companies are promoting Webinar events broadcasting at a specific date and time, but that (unbeknownst to the attendees) aren’t broadcasting live. Companies just flip the proverbial switch at the appointed time and play the recorded event, even including a canned Q&A session at the end."
In my opinion "this growing number of Silicon Valley companies" has it all wrong.
In the era of “customer experience” and the requirement of building trust with customers, this strategy seems to make no sense at all.
Sure a live event has a sense of ... Read More
By Shaun Smith
Do you know what your most profitable customers value and the 3 or 4 most important attributes which drive their intention to repurchase or to refer you?
Without the answers to these questions you may have data, but you do not have insight. A key ... Read More
The two disciplines are both similar and yet different as night and day. Randy Saunders clarifies the debate in a succinct article at TMCnet. When someone asks you the difference, be prepared for the right answer. ... Read More
