- When Your Buying Stages Don’t Match Your Customers’ Needs
- Does Your Company Understand That It’s Not All About You?
- When Prospects Won’t Play It Your Way
- The One Thing Keeping Enterprise Marketing Organizations from Real Impact (and How to Address It)
- Feast or Famine in the Marketing Automation Space?
September 2019 M T W T F S S « Jul 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30
- Not attending REVTalks 2019 at #B2BSMX? No worries! Follow @revenuemarketer or search #REVTalks on Twitter for real… twitter.com/i/web/status/1… 1 month ago
- Today the Pedowitz Group release its 2019 Revenue Marketing Index Report providing the first comprehensive set of m… twitter.com/i/web/status/1… 5 months ago
- Looking forward to connecting with Fuqua alumni in Atlanta. lnkd.in/eHSv4-7 7 months ago
Tag Archives: Customer Service
As it often does, the New Year holiday and all the corresponding online retrospectives caused me to look back. I realized that my marketing career has coincided with several major waves of innovation. Marketers started the century discussing one-to-one marketing … Continue reading
Even with all the publicity surrounding last year’s Dodd-Frank financial-reform legislation and the pending Durbin Amendment fee controls, the public doesn’t generally differentiate between the major card networks (Visa, MasterCard), bank-issued cards, or the processing networks behind these. But the … Continue reading
What’s different about customer experience in the banking and credit card industries? Glad you asked. The customer experience research I directed last year (http://bit.ly/oDzXg8) showed that, in general, consumers place greater emphasis on “customer service” than on price when evaluating … Continue reading
Let’s continue our “employee series” with a discussion of the impact of employee satisfaction on customer experience. The research I directed last year (http://bit.ly/oDzXg8) showed that 79% of US employees surveyed say they are loyal employees. Banking employees are the … Continue reading
As a follow-up to my last post on What Your Employees Aren’t Telling You, let’s explore why the front-line’s strong knowledge of customer requirements doesn’t consistantly translate into better service delivery. The customer experience research I directed last year (http://bit.ly/oDzXg8) showed that, … Continue reading
In her recent customer experience blog (http://bit.ly/nQLkK5), Forrester Analyst Kerry Bodine points out that many executives have tunnel vision. She says, “Many organizations place too much emphasis on top-of-mind channels such as the Web and social media, ignoring hundreds of … Continue reading