by Eric Vidal | Mar 12, 2018 | Community, Customer Service, Management
In today’s data-driven business environment, engagement evaluation tools traditionally reserved for measuring customer engagement are being applied to performance management systems, succession planning initiatives, and change management strategies. Employees want...
by Carlos Hidalgo | Aug 4, 2017 | Customer Service
B2B customer experience continues to be center stage with a majority of corporate executives listing this is one of their strategic initiatives for 2017. However, fewer than 15% of B2B marketers (those most often charged with customer experience initiatives) state...
by Cheval John | May 7, 2015 | Customer Service, Marketing
Everyone was waiting for years for Floyd Mayweather and Manny Pacquiao to fight each other. They felt that it would help the sport of boxing to have a sort of a renaissance from its glory days. Mayweather was considered one of the most decorated boxers of his...
by Cheval John | Apr 30, 2015 | Customer Service, Social Media
You receive an invitation from someone to be your friend on a social media platform (Twitter, Facebook, LinkedIn,etc). You accept the invitation and feel good about it. Immediately, you receive a message talking about liking their Facebook page, visiting their website...
by Cheval John | Apr 23, 2015 | Business and Leadership, Customer Service, Leadership
The main goal for businesses is to make a profit. If they don’t make money, then everyone suffers. And even if they do make money, the only question is did they achieve their success the right way? Target shut down operations in Canada earlier this year due to...
by Cheval John | Apr 2, 2015 | Business and Leadership, Customer Service, Social Media
Here are two scenarios that anyone can probably relate to. A person sees a position for a management trainee position at one of the largest retailers in the world at their alma mater’s career services website. They go to the link of the retailer’s website...
by Daniel Newman | Mar 17, 2015 | Customer Service, Employee Advocacy, Innovation, Leadership, Marketing, Marketing and Social Business, Social Media
We have entered an age where the options for customers to connect to brands have become endless. Beyond the traditional online support and telephone options, social media has driven a whole new plethora of places that customers seeking immediate feedback can go to get...
by Daniel Newman | Mar 9, 2015 | Business and Leadership, Customer Service, Innovation, Technology and Innovation
Recently, I wrote about the emergence of Chief Data Officers (CDOs) as a new breed of C-Suite executives. Last year, Gartner identified that “there are more than 100 CDOs serving in large organizations today, which is more than double the number in 2012.” While the...
by Cheval John | Feb 26, 2015 | Business and Leadership, Community, Customer Service, Marketing and Social Business
The first thing that is on the mind of a person who is starting a business is making a profit. They understand in order to make a profit, they have to gain some customers. In the case of new companies starting up in Silicon Valley, that is the exception to a degree...
by Tamara McCleary | Jan 29, 2015 | Business and Leadership, Customer Service
Welcome to Part 5 of my blog series on Going From Good to GREAT. If you haven’t read Part 1:Creating Core Values in the Relationship Economy, Part 2: Engage an Effective Vision, Part 3: Validate Your Employees or Part 4: Build a Village Through Relationships yet, I...
