File this under The Hidden Wealth of Customers. Popular firms like Under Armour, Urban Outfitter and Skull Candy (popular headphone maker) are outsourcing customer service to a Salt Lake City... read more →
... or at least, today's best competivie differentiator. The world seems to consipire to make our choices ever more numerous, our information gathering ever more perplexing, our lives ever more... read more →
Customer reference programs are generally part of a larger effort to engage with new or returning customers. References or advocates can influence prospects to do everything from attend marketing events,... read more →
We know that a lot of people are overworked working too hard (and not working smart). The same is true for organizations. Is yours working too hard? Here are some signs... read more →
This was the statement from an attorney representing doctors, in response to a lawsuit filed by a 20 year old patient whose arms and legs--all of them--had to be amputated... read more →
Some companies get too caught up in providing superior value to customers, because they regard value as something they provide rather than something customers perceive. "We strive for excellence in... read more →
From the April edition of Reference Point. Gaining customer references and other advocates--and inspiring them to communicate passionately about your firm--are the bedrock for growing a business. Many firms, particularly... read more →
From my Harvard Business Review Blog post (see link below). Many firms assume that customers can do just one thing of real significance: buy their products and services. It's time... read more →
By now many of you have heard the very sad news about the passing of Pam Chamberlain, one of our best loved colleagues. Pam was a long time customer reference... read more →
Social media represents the biggest opportunity for customer reference programs--and the biggest threat, if they don't adapt. I'll be discussing this critical issue with Sean O'Driscoll--the world's leading authority on... read more →