Truly and Virtually Inspiring: The First Virtual Quest for Excellence Conference
Each year after the Quest for Excellence Conference, I sift through my notes and try to identify themes I have heard in the presentations of the new
How to Retain Brand Trust and Value With a Digital-Only Presence
It has been more than a year since retailers were forced to temporarily shut their doors or put in place restrictions to limit the in-store experience.
What Leaders Can Learn From Crazy Horse, Part 1
We live in an era of statue removal. Meanwhile the largest mountain carving in the world is under construction in the Black Hills of South Dakota just 17 miles from Mount Rushmore. The final carving will be 640 feet long and more than 50 stories high.
How Do You Get the CEO to Care About Customers?
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 contact center and inviting customers to board meetings.
Businesses Need to Get Serious About Reaching Their Online Customers
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"Demystifying Search Engine Optimization" Credit: Giulia Forsythe
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).
Customer-Centricity: What Exactly Is It?
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 “customer focus,” but the two are very different.
What to Consider When Setting Up an Online Marketplace
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 volatile and unpredictable time.
Respect As a Lean Agile Lens
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 outspoken.
Taking a Qualitative Approach to a Data-Driven Market
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 such information is richer than ever before.
Customers Want ‘The Second Shot!’
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.