Customer Features

Innovating Service With Chip Bell's picture
Innovating Service With Chip Bell
Iam often asked by customer service leaders how to get the CEO to care about customers. They are convinced there is a missed tactic that, if implemented, would have the C-suite camping out in the...
Nate Burke's picture
Nate Burke
Unfortunately, a website is no longer enough for a significant or successful digital presence. Essentially, a presence is nonexistent without some consideration of search engine optimization (SEO)....
Annette Franz's picture
Annette Franz
The terms “customer-centric” and “customer-centricity” get thrown around a lot; oftentimes, it’s quite clear that they’re being used out of turn. I believe “customer-centric” is often confused with “...
Nate Burke's picture
Nate Burke
During the past year, we have seen more businesses make the digital switch and take services online than ever before. For many, an ecommerce offering was a means for survival during an incredibly...
Knowledge at Wharton's picture
Knowledge at Wharton
It’s a commonly held belief, one that gets played out daily in organizations around the world: Employees who receive performance feedback are much more likely to improve their performance than those...
Jim Benson's picture
Jim Benson
Respect is an abused word. Weak minds use it as a placeholder for fear. Weak egos will demand it up front. Weak hearts will use it to attach themselves to people of bluster, wishing they could be so...
Nate Burke's picture
Nate Burke
Undeniably, the power of data is unmatched. With an abundance of data collection opportunities available online, and with an increasing number of businesses taking them, the potential and value of...
Innovating Service With Chip Bell's picture
Innovating Service With Chip Bell
I was fortunate enough yesterday to get my second Covid-19 vaccine. It was a giant relief, one that more than compensated for 24 hours of arm soreness. It was the peace of mind that, despite vaccine...
Annette Franz's picture
Annette Franz
In 2019, I wrote about a marketing phenomenon that I kept hearing about, that customers are in control, that they have all the power. I never felt like that was right. In that post, I wrote: “So,...
Yoav Kutner's picture
Yoav Kutner
Like business-to-consumer (B2C) ecommerce, business-to-business (B2B) ecommerce allows customers to purchase parts and supplies via an online portal. The difference is that in B2B ecommerce, both the...
Gleb Tsipursky's picture
Gleb Tsipursky
Stakeholder engagement is one of the more critical aspects of leadership, whether you’re a team leader or a member of a cross-functional team trying to lead team members to focus on quality....
Nate Burke's picture
Nate Burke
Businesses are constantly looking for ways to improve both the efficiency and effectiveness of their operations. And this will only become a more important focus as we continue to navigate the...
Innovating Service With Chip Bell's picture
Innovating Service With Chip Bell
All my life, I thought leaves departed trees in the fall because they got too old to hang onto the branch and gravity bested their grasp. It does not work that way. Trees literally release their...
Annette Franz's picture
Annette Franz
I’ll keep today’s article simple—and fun. Bob Farrell, founder of Farrell’s Ice Cream Parlors, shared the secret to a great customer experience in 1973 (yes, almost 50 years ago!), when he...
Kate Zabriskie's picture
Kate Zabriskie
Do any of these sound familiar? “The lawn service had to go. I used them for more than 15 years, and by the last season, my lawn looked terrible. The spring seeding didn’t take, nutsedge and...
Innovating Service With Chip Bell's picture
Innovating Service With Chip Bell
Ever notice how some people always get the best table, the upgraded room, or the best cut of meat at the market? Great customer service is not an accident. Those who are served well follow a recipe...
Ryan E. Day's picture
Ryan E. Day
If you are a quality engineer or maybe even the quality manager of a manufacturing company, investing in quality improvements may be a no-brainer. Defects are inherently undesirable, right? Well, yes...
Joerg Niessing's picture
Joerg Niessing
A new digital era of business-to-business (B2B) sales and marketing is upon us. It’s driven by corporate customer demand for online access to their suppliers’ offerings and expertise. Taking...
Klaus Wertenbroch's picture
Klaus Wertenbroch
From a customer perspective, the only thing more frustrating than being denied a product or service is when that denial comes without a satisfactory explanation. As humans, our ability to deal with...
Anju Dave Vaish's picture
Anju Dave Vaish
T his year’s unprecedented lockdown happened just as we started moving forward with our 2020 goals. There has been a lot of speculation about Covid-19 and its consequences, much of it dire, but there...