Blog

  • Sep
    21

    The Bad and the Good of Client Experience - Part 1

    In America today, companies are spending hundreds of millions of dollars annually to learn about their customer's experiences with their organization, as well as with their products and services. Retailers, business-to-business firms and even government agencies are all trying to find out how to better serve their customers, because they now realize there is a high price to pay for a bad experience. This lack of sensitivity to the customer experience has now reached an intolerable point as it becomes more costly to lose loyal customers and more expensive to acquire new ones. As Tom Peters...

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  • Sep
    20

    What I Learned About the Client Experience at a Tech Conference

    This week I had the opportunity to attend my first technology conference, where the main topic was, yes...technology. I have to admit, going into this event I was concerned that the topics to be discussed were going to be techy, which for me is a challenge, as I am not trained to be a tech. But I thought to myself, this is a great opportunity to learn something new and also escape the cold winter of Chicago (the event was held in Los Angeles). Day One had a keynote speaker from a large and reputable consulting firm. An esteemed analyst for the technology industry, she did something I was not...

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  • Sep
    19

    Educating Customers with Relevant Content

    Has the way you approached sales changed over the last 5-10 years? Are you still doing the same things you did that made you successful 5 years ago? Have you seen a shift in your customer’s buying habits? As a marketer are you struggling to keep up with all of the demands of social media and newer concepts of marketing, such as inbound marketing? Are you generating leads online? Most of you would probably agree that "the times they are a-changin.'" Likewise, the way we market and sell has drastically changed over the last 5 years. That’s why we are big advocates of using a combination of...

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  • Feb
    14

    CRM Transformation: Getting it Right the First Time

    CRM SNAFU: Failure to Launch Acronyms move into common language as a word when they offer a particular relevance and strike a nerve. According to the Merriam-Webster online dictionary, the word SNAFU is defined as "a problem that makes a situation difficult or confusing." Those of us with military experience remember the original meaning as Situation Normal, All Fouled Up. Either way, the word and the acronym point to a difficult situation that is made worse by incompetence; thus, SNAFU has made its way into the language of business professionals. Could CRM suffer the same fate?...

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  • Jan
    30

    The Client Experience and the New Year

    As 2014 begins, I find myself reflecting on the last year and where my journey in life is taking me. Now, I’m not the kind of person that makes personal resolutions. When compelled to do such a thing, I think more about how I am living every day, authentically, rather than as an agenda of made-up promises that I probably won’t keep. I go through the same thought process in business as well. Like so many other professionals, I find myself looking at the calendar and talking about new beginnings as the New Year approaches; yet this mindset doesn’t seem right anymore. Why should I live my...

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