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,

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

The CEO and Social Media

Mar 26, 2013 | No Comments

Since I’ve been involved in Social Media for the past couple of years with my blog, LinkedIn, Google+, and Twitter, I was very interested to read the experiences and viewpoints of other executives in Chief Executive Officer. The article itself rambles from topic to topic, much as a true Social Media user might, starting with

Getting Back to Basics: Understanding What Customers Want and Need (Before They Do)

Oct 26, 2012 | No Comments

“When markets experience commoditization, what do companies do? They proclaim ‘customer centricity’ and try to differentiate themselves in multiple ways. But few companies truly know how to become customer centric and most don’t pull it off.” The above was noted in the Harvard Business Review white paper, “Unleash the Power of Marketing to Drive Innovation

Concierge Services and Measurability

Sep 30, 2012 | 2 Comments

Concierge services provide a wide array of benefits for companies, residential and corporate developers, hospitality, small medium business executives (“SMBs”). By catering to the “luxury consumer” or “busy executive”, concierge services enhance relationships, increases engagement, retention, productivity, and marketability as well as adding a competitive edge. Inarguably valuable in today’s hectic and stressful world, the

When customer service is more important than the product being sold

Aug 20, 2012 | No Comments

In a highly competitive, digitally enhanced world, the provision of service to the customer before, during, and after the purchase is often the critical differentiator in moving the customer from loyalty to advocacy. In fact, the successful companies have reinvented their business models over and again in keeping with technological enhancements to business processes, utilizing

Promoting More than Customer Service

Jul 22, 2012 | No Comments

In Jim Bush’s recent HBR Blog Network post, “How American Express Transformed Its Call Centers,” he talks about how American Express revamped its call-center strategy, making changes to hiring processes, performance evaluations and bonus structure. Reading the post and the comments that followed it, it seems that I’m not the only one interested in the

Defining the customer experience online and offline

Jun 23, 2012 | 6 Comments

Until recently, much attention had been given to “Defining the customer experience”, with articles dedicated to identifying the “starting point” of the customer experience. I particularly liked this short piece by Jeannie Walters from February 2010, When does your customer experience start? Her reference to “brand discovery” started me thinking about how the transaction occurs