Rethinking Your Business from the Outside In
Spend a few moments with this essay, and we’ll show you three things. First, customer experience is central. … Second, customer experience is hard, because it’s not just about your front-line customer-facing employees. … Third, delivering a great customer experience requires discipline—or more accurately, six disciplines that cut across every element of how your company operates.
Content: Article | Authors: Harley Manning, Josh Bernoff, Kerry Bodine | Source: ChangeThis | Subject: Customer Related
Groundswell:Winning in a World Transformed by Social Technologies
Corporate executives are struggling with a new trend: people using online social technologies (blogs, social networking sites, YouTube, podcasts) to discuss products and companies, write their own news, and find their own deals. This groundswell is global, it s unstoppable, it affects every industry and it s utterly foreign to the powerful companies running things now.
When consumers you ve never met are rating your company … [ Read more ]
Content: Book | Authors: Charlene Li, Josh Bernoff | Subject: Marketing / Sales