…there is an opportunity to really gather feedback, listen and respond to it in very meaningful ways.
This is not about social media. Yes, social media has led to the little guy taking on the big guys, like Dave Carroll of “United Breaks Guitars” fame who recently released his 3rd song in the trilogy: “United We Stand.” Social media has caused companies to sit up and take notice that what they do […]
I was lured into a new show on CBS last night after the Superbowl was over and the kids were tucked in. Undercover Boss debuted last night and it was surprisingly compelling. The idea is simple. A big-wig executive from a major corporation goes undercover for a week to experience what life is like for […]
Over the last several days, I’ve been watching the Net Promoter Score conference #NPS2010 tweets and updates. (Not familiar with NPS? Check it out here.) Just the tweets themselves have been filled with insight and education, so I can only imagine how great the conference was! One well-tweeted bit of wisdom came from the Steve […]
I was honored to be interviewed for B2BVoices – an excellent blog dedicated to “a meaningful conversation among PR pros, marketers and social media thought leaders in the B2B space.” It was a fun conversation. Let me know what you think – I’ve re-posted the interview in its entirety here. Listening & Responding to Customers: […]
I feel focused on so many things sometimes, but professionally I always come back to the experience. How does the experience you’re presenting impact your customers, your employees, your bottom line? A lot of people talk about this subject but few really get it, in my humble opinion. So I follow the ones that get […]
Last week, the talented Valeria Maltoni delivered an outstanding blog post on customer experience, titled Customer Experience More Important Than Ever. I commented there to describe what I think is the biggest challenge of any customer experience endeavor – overcoming the overwhelm. And this got me thinking. How do you, as the change agent you […]