Why delivering customer service excellence is no longer a choice
The always-on, 24-7 world means today’s enterprises have many more touchpoints across the customer life-cycle.…
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Customer Engagement
Telcos: Why giving your data to your customers is a great idea
Eventbrite co-founder Renaud Visage explains why sharing their data with their customers is a win-win.…
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4 Content ‘Must Dos’: #1 Visible Value to Create Competitive Advantage
With 2017 right around the corner, I am undertaking a four piece blog series focused…
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How marketing teams can benefit from marketing technology
As consumers, we are increasingly connected, informed and in search of personalised experiences. Just consider some…
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Buzzwords and cliches aside, why is storytelling important to companies?
I've written before about the general power of storytelling -- to leadership efforts, for example,…
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Using internal expertise to drive digital identity in knowledge firms
In professional and financial services, as well as other knowledge-intensive sectors, clients care more about the…
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Burn the damned marketing manual !
I’m looking for the marketing manual - so I can burn it. I have been using…
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How To Win The Complex Service Sale Consistently
I was talking to an entrepreneur the other day who is in the software development…
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Flying Past Middle Age Loyalty Programs Anxiety
"We want people to be able to use those (Frequent Flyer) miles not to fly…
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4 Tips for Getting the Maximum Value out of Your CMS Platform
Many businesses are using a Content Management System but not all are getting the maximum…
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Why utilities can’t afford to ignore customer experience
With growing competition – as well as rising expectations from customers increasingly exposed to new levels…
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