Piling On The Hate: Stop Fighting Unbundling

Perhaps the most concerning quote in all the copy devoted to cable channels dumping on Verizon for trying to do something everyone in the country wants, was this one from a 65-year-old retired
electronics salesman, who told the WSJ: “I’ve been paying for ESPN for 30 years and never watch it.” Really? My head would not have snapped back if he had said, Nickelodeon or Home Shopping Network or
even Food Network, but ESPN? As in no college football? No “Monday Night Football?” No Little League baseball playoffs? No “Around the Horn!!” I think that is grounds for excommunication from the
“Mystic Knights of The Male Persuasion.” Leave it to the Journal to track down the singular exception to the rule. …read more
Source: mediapost.com  

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The Next Ad Blocker: Social Media

A new global survey from Nielsen reveals that 33% of American TV viewers said they engage with social media while watching, and 62% of North Americans browse the Internet while watching video
programming. None of this comes as a big surprise. …read more
Source: mediapost.com  

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Unfriend Anyone Who Sends You Baseball Footage

In a story you probably missed this week, Major League Baseball announced it will monitor the way fans at games use new live-streaming apps like Meerkat and Periscope, since play is licensed content
and MLB policy prohibits fans from taking live video. …read more
Source: mediapost.com  

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Adoption: The Key to a Happy Customer

By Kamal Ahluwalia Customer happiness. Customer loyalty. Customer reference. These are essential to any thriving business, and there are thousands if not millions of different strategies for boosting all of them. All three of these categories are branches from the same tree, but …read more
Source: customerthink.com  

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Tips And Strategies To Turn Existing Customers Into Repeat Buyers

By Anand Srinivasan A study conducted by Marketing Metrics showed that the average probability of selling your product or service to a new prospect was 5-20%. If that sounds impressive, consider this – the probability of selling to an existing customer is a …read more
Source: customerthink.com  

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Building the Customer-Centric Mind-set: Customer-Centric Circles

By Gautam Mahajan So many articles are written on customer-centric processes and training. Very few talk about changing the mind-set. The customer-centric or Customeric mind-set starts at the top of an organisation and has to be built at all levels of the company. …read more
Source: customerthink.com  

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Customer Experience Best Practices: Change Management (2 of 2)

By George Jacob

In part one, we discussed some of the risks of a failed Voice of the Customer rollout, and we covered four customer experience best practices for managing change. If you missed the first part, then click here to check …read more
Source: customerthink.com  

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Evaluate How Real You Are in the Moments of Connection

By Jeanne Bliss

Companies that customers love work hard not to lose their personality—not in their products, not in their service, not in anything they do.

They become beloved because of how they connect with customers in their lives. They relate personally with customers. …read more
Source: customerthink.com  

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Words That Sell: Using Metaphors to Drive Sales

By Jill Konrath In sales, it’s tough tocut through the clutter, be remembered, and make things happen. If so, you might want to consider using metaphors.According to presentation expert Anne Miller, these signs are key indicators that a metaphor will help …read more
Source: customerthink.com  

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Customer Experience Best Practices: Change Management (1 of 2)

By George Jacob

Before you implement a Voice of the Customer solution, it’s important to set yourself up for success. Organizational awareness and adoption are necessary for it to take hold.

Voice of the Customer software rollout is an exercise in change management—in …read more
Source: customerthink.com  

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