customer expectations

Digital Transformation Journey: An Infinite Loop

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The Human Factor in Sales Excellence

Sales excellence depends on more than technology, data, and even great sales skills. People — sellers and buyers — must remain at the heart of every sales strategy.  Several writers made this point clear as they recapped their key learnings from Dreamforce 16, the recent installment of Salesforce’s annual conference (#DF16).  Here are a few of the best bits on the human factor in sales excellence.

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The Customer Speaks: Customer-Centricity Through the Eyes of the Customer

I hear you.

I hear you say that you (as an organisation) are customer friendly.

I hear you say that you (as an organisation) have a strong customer orientation.

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Is This the Most Serious Misunderstanding Plaguing Customer-centricity?

Misunderstanding, reality and narrative

There are so many misunderstandings around customer-centricity that it is hard for me to know where to start. In this post, I want to deal with a particularly dangerous and widespread misunderstanding. 

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Are We There Yet?

Nothing brings a nice, relaxing vacation to a screeching halt like a crappy return flight experience. Are we there yet?

I recently wrote a blog about my booking experience for some summer travel with my two boys. We finally took that trip, and the travel, for the most part, was much less painful than that booking experience. But, let's not get too excited! You can always count on the airlines for some customer experience "don'ts!"

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Disintegrated Communications

by: Jonathan Salem Baskin

A few days ago, I received further confirmation from my bank -- Chase -- that its brand is all about abusing me.

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The Importance of Setting — And Understanding — Customer Expectations

A while back I wrote about how understanding customers’ expectations and how well those expectations are met are among the most important things marketers can know.

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The Novelty Curve

by: David Armano

novelty_arc_3.jpg

Something tells me that this visual shouldn't require additional explanation.  :-)

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A New Role For Marketing

by: Roger Dooley

Brain studies are providing lots of new insights into consumer behavior, but this post recognizes a new and important role for marketing based on neuroscience research. If you are an occasional Neuromarketing reader (or grazer!), this is one post that you may want to bookmark.

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