Study after study shows that companies with satisfied customers outperform the rest of the market. Yet for some reason, investing in improving customer satisfaction is still a tough sell. In today's interview, I talk with Kerry Bodine, co-author of Outs

Let's face it: the phrases "big bank" and "great customer experience" rarely go together. I used to work in the banking industry, and one thing I learned was that big banks are big bureaucracies. Making change is kind of like turning the Titanic. It doe

... And They'll Give The Gift of Service To Your Customers "Nobody dreams of being a janitor," says Mary Miller, the CEO of the highly successful janitoral services company, Jancoa (http://jancoa.com). And yet, she says, "More people have worked in the

Staff Satisfaction is Key To Customer Satisfaction You might think that Human Resources is getting kind of far from this blog's original focus on online marketing strategy. But to succeed online, one of the essential ingredients is what your staff are do

In today's interview, Bill Lee, Founder of the Center for Customer Engagement (http://www.centerforcustomerengagement.com/); President, Summit on Customer Engagement (http://centerforcustomerengagement.com/event2015/)and author, The Hidden Wealth of

Bernard Rosauer spent about 20 years working in commercial insurance, so he's watched a lot of companies fail. He's concluded that the biggest cause of failure is delivering a poor customer experience. And that is often the result of a dysfunctional busin

They say that opposites attract. Maybe that’s what led my artsy, creative, marketing side to fall in love with numbers. OK, so I don’t really love numbers, but I absolutely love what they can tell me about consumer behaviour. And, as today’s gues

It’s the Jewish New Year, and although I never quite understood why the Day of Atonement comes after the New Year’s celebration rather than before it, one thing that always did make sense to me was that the fall is …Continue Reading →

It’s the Jewish New Year, and although I never quite understood why the Day of Atonement comes after the New Year’s celebration rather than before it, one thing that always did make sense to me was that the fall is a time of new beginnings.

To survive in the digital era, most businesses need to change. But leading and managing change, especially in big companies, is hard.  Some 70% of change management efforts fail. In a recent article series, Vik Maraj and Kevin Gangel,