This week I hosted a delightful dinner meeting in Coronado to celebrate the release of my new book Hooked On Customers. In addition to local business leaders, long time CustomerThink contributors Dick Lee, Andy Rudin, and Barry Trailer flew in to join the fun. Our dinner conversation centered on a simple question: “What is Value?” […]
I recently participated in a group discussion organized by NICE on trends and best practices in employee engagement and how it relates to the customer experience. Joining me were Aphrodite Brinsmead — senior analyst at Ovum specializing in contact center markets and technologies, and customer experience trends and Shep Hyken — customer service and loyalty […]
Two words for sales reps trying to get time with Pete Sattler, CIO of International Flavors & Fragrances: Lotsa Luck. You’ll need it, because you won’t get past his defenses aimed at avoiding time-wasting reps that pitch “feature bingo.” During his two decades of experience with sales reps, he’s also seen all the tricks designed […]
Since starting my business in 1998, I’ve shifted more and more of my computing to what we now call The Cloud. Email distribution, accounting, even our community web site is hosted on virtual servers these days. I really have no idea what the physical infrastructure looks like. Terms like ASP, on-demand and SaaS have come […]
A few years ago my son was traveling abroad and ran out of money. We scrambled to figure out how to transfer funds and discovered that good old Western Union was the best option. There was a fair amount of stress involved on both ends, but Western Union came through for our family, using a […]
