I've been warning for some time about the futility of applying traditional marketing approaches to the new world of the empowered customer (who's happily ignoring traditional marketing approaches and doing... read more →
It's a bit amusing that "customer centricity" is now a hot topic. Most hot topics last about 18 months and then turn into "occasionally useful approaches" (at best). But customer... read more →
What unique and critical value do you bring to your organization? It's a question every employee should ask him/herself. It's the foundation for knowing and projecting the value you bring... read more →
Sales and marketing are changing, and we all know why: buyers increasingly control these processes. They are cultivating their own access to information, they're bypassing marketing and sales as a... read more →
If you want to reach and influence buyers today, you have to educate them. They can increasingly avoid traditional marketing and sales approaches that pitch, spin, manipulate, or try to... read more →
As you kick off a new year, spend a few minutes thinking about this: there is much more value to be harvested from customer references and advocates. Indeed, they represent... read more →
I hope you're set to enjoy the holiday season (if you're stressed out, here's a quick tip--take the 2 things you're most stressed about and resolve to stop worrying about... read more →
What follows is a customer experience cautionary tale, illustrating the kind of lapse that can happen even at a company with a global reputation for being customer-centric. I suppose if... read more →
Since the Anthony Weiner campaign for mayor of New York is tied up at the moment with massive damage control and no campaign manager, I thought I'd help out with... read more →
Suppose I told you that you have access to a resource that is more empathetic, more interesting, and more persuasive to potential buyers of your products and services than even... read more →