Category Archives: Customer_Advocacy
What one employee can do for your customer experience
What’s your customer experience worth? And what can one person do about it? How about making 50 people with thousands of nights’ stays willing to stand up for you? There’s this woman. Her name is Peggy. She’s a hotel concierge. In my opinion, I think it takes a certain amount of humility coupled with a huge […]
The Next Steps in Customer Experience
So, as many of my regular digital community know, I am going to become Chief Strategist at a small firm named Covalent Marketing. While leaving IBM is a big deal, I love its people and its forward thinking, it is time again to get closer to shaping new customer approaches that meet the SHARE (simple […]
10 New Examples of Smarter Customer Focus
So, it’s been a year since my original posting and I wanted to talk about who I thought was doing smart customer-focused things again – because it’s the most read post on my blog…(original post) – which I think means it’s most important to you. I want to reiterate something I said in the original: […]
Strategic service – its for everyone, not just customer service
Digitally savvy customers are increasingly using the Internet not only to seek information, but also to interact with companies, create solutions and make decisions. Smarter companies are using an emerging concept we call Strategic Service Delivery to enable customers to use data and resources more effectively to drive better customer engagement and experiences. Creating a […]
Another step on the path forward – the new digital channels whitepaper
Going digital: The connected, collaborative path forward is finally published. The link is in the right hand nav bar, second from the top (for now). Or, to make it simple, it is also the headline above. Here is the first page, with hopes of whetting your appetite to get more: Customer Relationship Management (CRM) executives […]
7 ideas to save you money on holiday shopping…(as consumers, not marketers…)
So, I am not, I admit it, a last minute holiday shopper. This is generally a boon for those who I do buy for, because I end up being drawn to the mall like a moth to a flame and get more stuff at the end after I had technically completed my list. So, I […]
Don’t Yield on Customer Trust – a new case-study and whitepaper
Link to whitepaper Link to Wall Street Journal Article Hi all, after working on a number of things all at once, apparently they are starting to all bubble up at once. To whit, a whitepaper produced earlier this year on creating a Customer Focused Enterprise - in Healthcare of all places – is finally coming […]
IBM’s 2009 CRM Leadership Study: The Path Forward
So, I have not been blogging much lately. That is about to change. I have been taking two months to really examine and understand where we go from here as Customer Management functions. In my role for IBM’s Institute for Business Value, we undertook a study in May of this year with the Economist Intelligence […]
W is wow and wonderful and welcoming
The W Istanbul is a little slice of heaven, and it comes with the most amazing team to help you enjoy it. I could wax lyrical about this hotel for days – and probably will. How does one begin to describe a staff so smart, so dedicated and so simply in love with what they do that pleasing guests REALLY matters?
Ah, the saga continues…the Loyalty Dis-effect
So, remember when I said I doubled my business with Sephora in one fell swoop? Well, unfortunately, it didn’t quite work that way. The face powder was not as expected and I went to the store and returned it. After a bit of attitude from the clerk, it was done. But then, Sephora wrote and […]
