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
By Dale Wolf
A variety of different surveys indicate that at best only one in ten consumers have an outstanding experience when calling corporate contact centers. The other nine are average, mediocre or poor. The fact that I work for a company selling contact center technology brings an interesting observation. As much as we want to sell our solution, the reality is that providing a great customer experience on the phone is mostly about how you use the technology. Sure, you need certain features to enable agents to fluidly provide fast and accurate responses, but the customer happiness is about how company policies and whether the agent actually cares about providing the customer with a wonderful experience. The features touted by ... 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
Richer Sounds is a UK based HI-Fi retailer which achieves the highest sales per square foot of any retailer in the world. Why? Because Julian ... 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
