New Customer Service

In preparing for a talk to a group of customer contact center managers, I’ve come to the conclusion that customer service ain’t what it used to be.  There is a brand of new customer service in play today. Time was, customer service was a post-purchase business function aimed at fixing customers problems.  The ultimate goal […]

Last week over 3,000 people gathered to discuss the current, the future, the potential, the challenges, the opportunities, the successes, the failures, the tools, the strategies, the methods, the people, the power, and the beauty of social media and social media marketing.  Here are the Social Media Marketing World 2016 top 20 takeaways from Guy Kawasaki, Gary Vaynerchuk, […]

choosing greatness

Good to Great, the bestselling book by Jim Collins, offers timeless insights into what it takes to become great.  It applies not only to businesses, but also to brands, people, churches, non-profits, governments, communities, and more.  I recently revisited the text, along with the monograph accompanying it, Good to Great and the Social Sector, and […]

employee engagement customer experience

It seems obvious:  employee engagement drives customer engagement.  If you treat your employees well, they’re more likely to create great customer experiences.  But while this truth may be obvious, how to achieve it may not be.  How do you engage your employees?  What does excellent employee engagement look like?  I found a lot of helpful […]

Source: Forrester Research, Inc. 2015

Companies like Airbnb and Uber seem to have less control over customer experience and seem to be managing multiple stakeholders whose interests are sometimes at odds. How does that impact the way you design customer experience? This question was posed to Dom Goodrum, VP of Design and Employee Experience at Percolate, a marketing software firm, […]

Credit: http://www.pleasehelpuswithsalesandmarketing.com/

I originally wrote this piece for the Harvard Business Review. It was published on HRB.org on March 28, 2014. As a member of a start-up advisory program, I regularly hear pitches from aspiring technology entrepreneurs. My job is to sort out the companies with potential from those that need to go back to the drawing […]

What’s it like to work at a company that has no managers?!  This Brand Experience Brief takes you inside the new offices of online retailer Zappos.  Last year, Zappos adopted a self-organization system called halocracy, which it says “enables employees to act more like entrepreneurs and self-direct their work instead of reporting to a manager […]