Is transformation into a customer focused world a no brainer?
So many times, transformation into a customer focused world is framed as a no brainer. We feel like idiots that …
So many times, transformation into a customer focused world is framed as a no brainer. We feel like idiots that …
Check this great advise from Srushti Shah. Srushti is an ambitious, passionate and out of the box thinking woman having …
Customer obsession is more an emotion than a focus. The focus of customer initiatives is more about intent and then …
Being obsessed and focused on our customers is not an either/or kind of thing. It is “yes/and” at its core. …
There comes a moment where a potential customer makes a decision to engage. They may be just “testing the waters” …
Being customer focused is about how engaged our employees are on any given day. Engaged employees lead to engaged customers. …
The difference between the ROI of retaining a customer rather than acquiring a new one is startling. It’s been said …
What is the single most important digital business trend? I think it is fair to say we have entered the …
The move to create a digital business that is obsessed with customers requires talent. We all need the best people …
There are lots of examples of roadmaps out there. Take any digital initiative and you can find the generic way …
Voice of the Customer (VoC) programs are a critical component for many customer experience efforts. This infographic examines those efforts. …
There are a number of disruptions that create havoc and chaos to your evolving digital business. Either individually and in …
You role is one of a leader and you want more of a focus on the customer experience. What should …
Now is the time to think it through. This is the start of the journey. Whether we know it or …
Management guru Peter Drucker is credited with saying that “culture eats strategy for lunch.” It is hard to find any leader who doesn’t …
How can you create more autonomy in your work environment? We know that engaged employees lead to engaged customers. Investing …
Free shipping, special deals, free video streaming and, since last week, free access to a selection of digital books and …
How do we know who the customer is behind all the devices connecting with us? We live a world of …
Why do customers feel like we are treating them all the same? Because, for the most part, we are. Think …
Middle managers face a big squeeze in the focus on the customer experience. Senior management has a vision. Current operations …
It isn’t easy to change. None of us get there overnight. There is no road to Damascus conversion, so to …
Digital business transformation is about making fundamental changes in how business is conducted in order to help cope with a shift …
There is a common perception that middle managers can be an obstacle to a customer focused world. That perception is …
Our business world continues to change at a very dizzying pace. 2016 will not be any different. We all need …
Sam Stern, from Forrester Research in his report, “How Hampton Hotels Built And Sustains Its Customer-Obsessed Culture,” is a case study …
None of us like to be interupted by emails that have no value. Sending one email and then resending it …
Being obsessed and focused on our customers is not an either/or kind of thing. It is “yes/and” at its core. …
Being customer focused is about how engaged our employees are on any given day. Engaged employees lead to engage customers. …
Most customer systems are designed to focus on the needs of the company and not the customer. Successful organizations see …
Jeb Dasteel is Senior Vice President and Chief Customer Officer at Oracle. He has been with Oracle since 1998. Prior …
There are differences on how to approach your business. You get to decide. How conscious is that choice? Has inertia …
Roberta Anderson is the Chief Information Security Officer for the City of Colorado Springs. She has over 15 years of …
Doug Leather suggest there are three questions to think about when it comes to changing how we work with customers. …