We marketers just love a captive audience, don’t we? We like them strapped into pressurized metal tubes at 35,000 feet with nothing to look at but a tiny screen or a drooling neighbor. We like them squished into subway cars, bouncing off each other in mosh pits or looking for a familiar taste far from […]
The Agony of Defeat: Why Lost Business Reporting Isn’t Helpful
Do you get the Win-Loss report? You really ought to get yourself on that list. If you don’t know the Win-Loss, it’s the document your friends in sales create each month or, sometimes, each quarter that lists all the business they’ve won, lost or are waiting to hear about. Sometimes it’s called the sales activity report. […]
Stop Letting Your Customers Talk to Strangers
Are you a self-starter with an eye for detail, a passion for great customer service and unresolved hostility issues? Have I got a job for you. In our final look at the miserable set of misaligned processes and emotionally empty engagements that pass for customer experience management, it’s time we define a customer communications function once […]
Marketing Automation, Meet Customer Communication
Thank you to all who wrote and tweeted your deep concern for my emotional well-being following last week’s post. I can assure you I’m quite well and the post was less rant and more dramatic set-up for this week’s missive. Judging by some of your comments, over-communication with customers has struck a cringingly familiar chord. […]
Fixing the Customer Experience Part IV – Where to Start
Enough whining. Time to solve the messy experience thing. Now that the Customer Experience is safely in the hands of the marketing department, it’s time to figure out where to start with the fixing of it. The first thing I would do is pour a lovely drink and sit down and read The Effortless Experience by […]
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