Category: Value
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What’s your Customer Effort Score?
Read more: What’s your Customer Effort Score?Check out the articles at the end of these two links: Delighting your customers does not improve loyalty, reducing their effort does. https://www.checkmarket.com/blog/csat-ces-nps-compared/ How to measure Customer Effort…
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The Chief Customer Officer’s mandate
Read more: The Chief Customer Officer’s mandateVision corp’s new Chief Customer Officer has replaced both the CMO and CIO roles. And the CCO’s mission is: Merge Marketing with I.T. Kill off ASAP the 20th century legacy…
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Customer focused telcos?
Read more: Customer focused telcos?Good article in Melbourne’s Age’s newspaper today about the tactics Australia’s telcos are employing in an attempt to lock their customers in to long-term bundles. Unfortunately, its not surprising that…
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CMOs will drive technology spend not CIOs
Read more: CMOs will drive technology spend not CIOs“CMOs Will Spend More on IT Than CIOs” When Gartner analyst Laura McLennan made this bold statement in a Gartner report late last year, it attracted plenty of skeptical comment.…
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We’re all marketers now
Read more: We’re all marketers now“In the era of engagement, marketing is the company” Excellent McKinsey Quarterly article makes the compelling case the organisations need to re-invent themselves around their customers. I’d go further than…
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Will it matter in six months from now?
Read more: Will it matter in six months from now?We all get caught up in our day-to-day dramas, but do today’s issues truly matter? Will you even remember them in six months from now? What’s important? Are there more…
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Burberry’s click-to-buy online video experience
Read more: Burberry’s click-to-buy online video experienceBurberry continues to execute on its digital brand mission. Watch the company’s new season videos online from the brand’s website, and if you like an item, click on it and…
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Is fear holding you back?
Read more: Is fear holding you back?Spare 3 minutes and 41 seconds and watch this emotional and honest “we just got bought” video from Buddy Media CEO’s Michael Lazerow: As he explains in the video, Lazerow…
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Excel is evil
Read more: Excel is evilIf you’re organisation is stuck together with Excel spreadsheets, it may be time to think about a better way. A reliance on Excel almost certainly means you’ve got a hetrogeneous…
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Social enterprise collaboration makes business sense
Read more: Social enterprise collaboration makes business senseStreamling enterprise communication: “the fewer places I have to go to access information, the better, for two reasons: fewer interfaces and critical mass. What we want is a critical mass…
