Customer Satisfaction

Are Happy Customers the Goal?

May 9, 2012

Serving customers well is the foundation of every successful business. Rarely will a company with sub-par service grow and prosper. People expect quality in customer care but is top-notch service enough to create loyalty and sustainable growth? If a study by the Corporate Execute Board is representative, the answer is probably not. The study was [...]

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The Numbers that Really Matter for Your Business

May 4, 2012

Creating benchmarks that work to grow your business and improve profitability along the way requires an intimate knowledge of your company, customers, and team members. Your competitors’ metrics choice rarely matters except to provide fodder for bragging rights. If they have 10,000 Facebook followers and your company has 100,000, it may look good to your [...]

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Positioning Your Company for Growth in 2012

December 13, 2011

Where will your company be this time next year? Will you be celebrating record profits or planning a bankruptcy strategy? The answer depends on what you do now to prepare for tomorrow. Business as usual doesn’t exist anymore. Our marketplace has changed from a multichannel environment to a maze of channels and platforms that distract [...]

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Where’s the Marketing Beef?

September 27, 2011

Wendy’s 1984 “Where the beef?” marketing campaign redefined the fast food landscape and introduced the brand to new group of consumers. The catchy phrase quickly became part of pop culture. Merchandising included t-shirts, coffee mugs, and even underwear. If you haven’t seen one of the commercials, click the video. It’s one of those things that [...]

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F-Commerce Trap 2: Fragmenting the Customer Experience

June 23, 2011

Your customers expect a seamless shopping experience. They want to be able to cross channels and jump platforms at their convenience without having to re-introduce themselves to you every time they venture into a new area. From their perspective, you should recognize them where ever they happen to be. That expectation was more realistic in [...]

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