Stop Shouting and Start Engaging!

May 6, 2015 | No Comments

I’ve heard that there are 11 million bits of data thrown at us daily. Yet most of us can only process between 40 to 50 bits of data. We’ve become expert in the art of ignoring data — advertising and branded content – unless it truly captivates us when and where we are looking for

Mapping the Customer Journey

Jun 7, 2014 | No Comments

After years of operations management, I’ve seen first-hand how easy it is for an organization to say that it is committed to customer experience excellence, but the effectiveness truly depends on leaders who can define and articulate the strategy and implementation. Critical to market positioning and growth is a thorough understanding of the ‘how, why,

Customer Service – A Shattered Mirror of Performance

Apr 11, 2014 | No Comments

In reviewing Gartner’s “Predicts 2014: Customer Support and the Engaged Enterprise,” I wasn’t surprised to see customer service re-emerging as the core business strategy. Creating a winning customer experience is a critical differentiator, and consistency of experience across channels of engagement helps build brand messages for more lasting and focused brand resonance. It’s no surprise,

Increasing market share through advanced segmentation

Mar 5, 2014 | No Comments

In the past, much focus has been given to motivating the middle segment of purchasers to buy more. A new article in Harvard Business Review (March 2014) – “Make Your Best Customers Even Better” by Eddie Yoon, Steve Carlotti, and Dennis Moore of the Cambridge Group reviews the emerging potential of analytics to focus on

The Social COO

Feb 4, 2014 | No Comments

I will admit: I’m biased on this topic. I find McKinsey’s recent article “Why the COO should lead social-media customer service” by Gadi BenMark to be ‘spot on’ from my personal experience. While marketers focus on promoting a product or service’s features and benefits, they are less in tune to the customer; such has been

How Customer-Centric Marketing is Changing Business Strategy

Dec 26, 2013 | No Comments

Innovation in Customer Service is the New Marketing Strategy and Business Strategy As the General Manager at Circles, a Sodexo Company, my day-to-day activities are focused on customer-centric responsiveness – not just through marketing but as a core component of how we service our customers through daily operations. We are the convenience touch-point in the

Drive revenue growth through re-positioning a sleepy brand

Nov 13, 2013 | No Comments

It’s no accident that certain brands continue to command a leadership position in their industries, in passionate consumer sales and in the stock market. Such companies have solid product offerings, a strong investment in R&D to maintain their innovative edge, and exceptional investment in marketing that positions their brand most ideally to their target audiences.

Know when it’s time to change your business model

Oct 18, 2013 | No Comments

Your business model is the pathway to cash flow in and out of your business – with consideration of purpose and timing – that determines whether your company will be viable, grow or potentially wound down. It is the economic foundation of business. There are several ways to define your business model, and there are

When It’s Time for Rebranding

Sep 11, 2013 | No Comments

With the recent launch of the new Yahoo! logo and VanityFair logo – I thought it might be a good time to revisit some of the reasons to rebrand. You need to increase relevance to your customers Your brand has a confusing or weak image Your brand has a dated look that’s not in keeping

Marketing The Affordable Care Act

Jul 1, 2013 | No Comments

The Affordable Care Act has faced many challenges from its inception, fighting partisan spin and revision as it finally passed into law. Opponents remain fierce and determined to recall the measure, citing increased costs and gaps in coverage. What has battled for years to exist, now must battle to be adopted and respected by the