As we look back at 2008, many of us think of two words: good riddance. And as 2009 looms with even less potential and promise, how are we as businesses expected to stay constructed and hopeful?
Continue reading "8 New Year's Resolutions to Boost Business" »
"Once upon a time..."
That's the way all fairy tales start, and this episode about excellent treatment from an auto dealership sounds almost like a fairy tale -- but it's true.
Continue reading "Guest Blogger Ted Myers: Fairy Tale (Service) Can Come True" »
The big story this holiday season has been the economy, and how retailers are really hurting this year. Figures released before and after Christmas reveal low revenues across the board and a dour look at 2009 sales. But in the middle of it all stands Amazon, which boasted its"best year ever."
Continue reading "Amazon Shines Amidst Holiday Retail Woes" »
"What would you do if you knew who would be your best customer next year?" David Macaulay, a corporate vice president for Siemens AG, asked during his presentation at an executive summit. In the case of Siemens, the answer lies in optimizing all of its key customer relationships.
Several months ago we won a very large piece of business from an existing client. It was exciting work for my agency and was a great way to end the year.
This particular client had gone through major restructuring throughout our two-year relationship and we were for the most part working with new leadership. So I was excited when I sat down with them to talk about how this project would run.
You can't get through to the end of the year without reflecting just a little bit on the past 12 months. Even the customer strategy world saw a lot of innovations, improvements, and exciting advances. There were also, of course, some missteps.
The other day I received a large envelope from BackChannelMedia. It contained an 8-page, card-stock, glossy booklet about the company; a 26-page spiral-bound report on the company's Q4 projects printed on high-quality, glossy stock; and a finely printed, 18-page research report that was, ironically, about achieving differentiation in an increasingly competitive TV market.
Why "ironically"?
One result of the Big 3's trip to Washington begging for money is that GM had to reveal its budget plans for the next few years. It emphasized the importance of Chevrolet, Cadillac, Buick, and GMC to the company's future, which left people wondering what would happen to the other GM brands.
On a recent trip to the Middle East, I had a chance to meet with Gigi Levy, CEO of 888.com, which trades on the London stock market. I've known Gigi since his days at Amdocs, and I believe he's one of the smartest analysts and most insightful customer-value strategists around. A visitor to 888.com will find a popular gaming site where players can play alone or with others, and more importantly, can play for money or just for fun. The majority never bet any cash, and many who do just play for small amounts. But the heavy players keep 888.com cookin' along at a healthy profit margin, despite big payouts to the winners.
With an increased eye on the environment, it should be no surprise that consumers are revaluating their lives with an eye on reducing waste. Why,then, are some companies still leaving a large carbon footprint with direct mail?
The financial markets have been taking a beating, so, unfortunately, many people have been left with no jobs. In the month of November alone nearly 600,000 Americans lost their jobs. Last week a major financial institution announced the slashing of 35,000 jobs, leaving more Americans unemployed, depressed, and afraid. What a way to celebrate the holiday season!
The Bank Bailout plan negotiated by the Bush administration is intended to revive our sagging economy, albeit with little to no success. However, a Texas Congressman is challenging Congress and the White House to develop a plan that will shift the control from the government to decide how the bailout funds should be used to stimulate the economy to the American taxpayers, who are in the best position to use the funds in a way to jumpstart a sagging economy.
When President-Elect Obama takes office January 20, he inherits responsibility for a population of very well-connected Americans (and I don't mean Blogojevich or other politicians). He has embraced technology during his campaign, and I see that focus rapidly expanding as he settles into the Oval Office. The Pew Internet Project has some suggestions for him to think about as he crafts his administration's online policies.
Continue reading "Recommendations for Obama's Online Policies" »
Recently I traveled to another one of the Middle East's thriving economies. This country is experiencing rapid economic development. Its traditional culture is under pressure as it faces change management challenges similar to those found in the corporate world.
Continue reading "Peppers Unplugged: Two Points for Manama" »
One of the most challenging aspects of customer experience is the person-to-person interaction. With all the possible variables of emotions, words, and actions that can potentially create a positive or negative experience there's only so much a manager can control. That's why it's so important to hire right in the first place.
Normally I agree with what Thomas L Friedman writes in the New York Times. Yes, sometimes he can be a bit too liberal, but I think in his analysis of Detroit's problems and his solution to fix it in this week's column he's gone off the deep end.
Given the U.S. credit crunch and news about financial failures everywhere you turn, you probably feel some days like you're living in a pressure cooker. And with news of the absurd like the heads of the auto industry flying private jets to their bailout request meeting, or yesterday when Merrill Lynch CEO John Thain asked for a $10 million bonus (he deserves it--he kept the company's losses to only $11 billion), you may be losing faith that companies have any ounce of integrity, or sanity, left.
Continue reading "Dollar Bank's Everyday Customer Champion" »
I don't know who has designed the payment processes at Target Credit, but it certainly isn't the people putting great designs into the store. Make a payment via the Web on the due date and you'll be hit with a $39 late fee if the payment is processed after 3pm Central time. "Manage my account" registers the payment on the date made, but simply applies it to the next day if made after 3pm. Isn't the Web supposed to be real time? Oh, and if you want to make a payment by phone it costs you $20 via a live person or $15 if paid via the IVR. Pay at the store (likely the most expensive to support and process) and it's free. Hmmm...
Continue reading "Guest blogger Dan Smith: Redefining "Real Time" Service?" »
For kids, it's Bakugan. For teens and young adults, it's a video game system like Wii, Xbox 360 or PS3. But for adults, the hot item this holiday season is the Blackberry Storm. It is a must-have item on many people's lists, and finding one at a store is almost impossible. Following in the footsteps of the iPhone, it's another mobile device that does a million cool things that people are fighting to get. With advanced mobile devices so deeply penetrating the marketplace, will marketers ever figure out a good strategy to interact with customers on them?
Continue reading "Mobile Devices Are Hot Ticket This Holiday Season" »
Ah, the holiday season. Companies scramble to makes their Q4 numbers and fill the next year's pipeline. This year's bonus challenge: a recession.
Every holiday season includes gifts, as well. Mine is to share with you some advice from several of 1to1's colleagues and associates on how to harness customer centricity to stay competitive in 2009. I posed the following question:
What aspect of customer strategy will be the most useful to survive or thrive in this uncertain economy, and why?
Continue reading "How to Thrive in 2009? Love Your Customers" »
Which is the better channel to embrace, mobile or social media? Don't worry, there's no right answer. Each has its pros and cons, just like with any choice marketers have to make. But in this economic downturn, it's important to make the right choice for your customers and your business. I recently wrote a story about Weight Watchers launching a mobile site. In the next issue of 1to1 Magazine, we'll include a story about how Atkins just re-tooled an online site and launched it as a social network. Two similar companies with similar goals (to help people lose weight) but they went about reaching customers very differently.
With all the doom and gloom of the economy, it surprises me that Cyber Monday's customer satisfaction levels remain almost as high as 2007 levels. ForeSee Results reported that satisfaction dropped only less than a point, which may indicate that companies are still investing in service and a quality online shopping experience.
Continue reading "Cyber Monday Scores High With Customers" »
Not a day goes by where I don't read about or hear about how the customer experience is the new frontier...the next competitive advantage...a new differentiator.
I am already a proponent, developing and leading a customer management program at one of Canada's largest company's; one of the believers who know (and can prove) that improving the customer experience will drive bottom-line results.
During these tough economic times, many pundits have recommended keeping a keen focus on the customer, and not to lose sight of how a small gesture can go a long way toward customer loyalty. The Motley Fool recently highlighted some great examples of this, and how they might translate to your business.
Continue reading "Great Examples of Serving the Customer This Holiday Season" »
