Comcast Botches Service Failure Apology

By Jeff Toister Comcast issued an apology last week for a service failure that went viral. The statement declared Comcast’s commitment to always treat customers with the utmost respect. They got it all wrong. …read more
Source: customerthink.com  

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Curing ills not pushing pills

By Steven Walden It’s the Molecule, stupid! You produce ever better drugs; Drs buy those drugs; patients use those drugs, end of story. The battleground is to design better drugs and persuade your stakeholders to purchase them. Of course no-one … …read more
Source: customerthink.com  

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Integrated Marketing Needs Integrated Systems

By Scott Vaughan If you’re like most marketers, your marketing operation has an increasing number of marketing tools and systems, a plethora of processes and a boatload of data being generated. And, there seems to be a new piece of … …read more
Source: customerthink.com  

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“Break the Ice” with B2B Lead Generation Programs that Work

By Louis Foong How would you react if you told someone, “I have this week’s winning lottery ticket and I want to give it to you”, and the individual responds by saying, “No thank you, I already bought 5 tickets”? … …read more
Source: customerthink.com  

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The bursting of the Tesco bubble. When it comes to Customer Experience, bigger does not necessarily mean better!

By Ian Golding I first wrote a blog post about Tesco two years ago. Entitled ‘Tesco: Hero or Villain – You Decide’, I made the case for Tesco being a hero – achieving huge financial success due to its ability to … …read more
Source: customerthink.com  

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Do I want a Relationship? Or an Experience?

By John Coldwell On Tuesday evening I had to go to PCWorld. For the first time in 13 years my computer had become infected. I could receive e-mails, but not send them. IT said it was “cabbaged”, which, I believe, … …read more
Source: customerthink.com  

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7 Tips to Retain Your Best Talent

By Richard Shapiro My experience in the corporate world taught me it made sense to hire smart people and continue to give them responsibility so there was an opportunity to grow.  Providing financial incentives and allowing time to pursue higher … …read more
Source: customerthink.com  

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Cash for demos – good idea or tacky?

By Matt Heinz At a conference last week, one particular vendor’s booth was covered in cash.  Curious, I stepped up and asked why. I expected it to tie into an analogous pitch for their services.  I expected the cash to … …read more
Source: customerthink.com  

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SIMPLE Framework: ‘Leading’ your Prospect to Close the Deal for Them

By Mukesh Gupta Simple Framework for Sales Effectiveness We are currently at the 5th stage in the SIMPLE Framework for winning at B2B Sales. If you have not already read about the first four steps (Surprise, Inspire, Motivate & Position), I … …read more
Source: customerthink.com  

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FilmOn Likely In Contempt, Judge Says

A federal judge in Manhattan said on Tuesday that she’s likely to hold streaming video company FilmOn X in contempt of court for continuing to operate after the U.S. Supreme Court ruled that Aereo’s
streaming service infringed copyright. FilmOn X continued to stream major broadcasters’ shows to New Yorkers’ smartphones and tablets until around July 8 — almost two weeks after the Supreme Court
reversed a pro-Aereo decision …read more
Source: mediapost.com  

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