culture

Lessons from Verizon's convenience fee furore: Sales culture v customer culture

13/01/2012 - 01:09
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Lior Arussy looks at what we can learn from Verizon's backlash.

Four ways to create a customer-centric culture in your company

03/10/2011 - 00:19
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George F. Brown, Jr uses his research to outline four lessons that contribute to firms being successful in creating an organisation-wide customer-facing culture.

Four call centre policies and practices to empower customer service employees

09/09/2011 - 00:20 - 1 comment
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Mark Brown explains why you need more than just targets to get the most from your service staff.

The seven deadly sins of sales management

08/09/2011 - 00:51
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John R. Treace looks at the most common errors made by sales management which impact sales performance and morale.

Four irrefutable facts about customer experience management that you must know!

08/06/2011 - 13:40
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Can you handle the truth? CEM guru Bruce Temkin delivers the hard facts.

Creating a value ecosystem for the connected customer

06/06/2011 - 00:16
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Brian Solis discusses the changes that need to accompany social media if firms are to get closer to the modern customer.
Video

Brian Solis: Creating a value ecosystem for the connected customer

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Video duration: 
09.23

Author of the acclaimed Engage!, and principal at Altimeter Group, a research-based advisory firm, Brian Solis is globally recognised as one of the most prominent thought leaders in new media. A digital analyst, sociologist, and futurist, Solis has studied and influenced the effects of emerging media on business, marketing, publishing and culture.

Bruce Temkin: How to master the four customer experience competencies

04/04/2011 - 01:02
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Bruce Temkin looks at study findings to ascertain how to become more 'customer-centric'.

Six customer experience excuses exploded

30/03/2011 - 00:19
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Leading expert Peter Massey sets the record straight on customer service, contact centres and customer experience.

The mystery of mystery shopping: Why culture and listening to staff beats covert monitoring

18/11/2010 - 06:11
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Matt Lynch probes the problems with mystery shopping, and how turning it on its head can produce better results.
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