Archive | Innovation

5 questions for Wil Wurtz about "The Customer Profit Maxim"

Wil Wurtz has two decades of experience in customer management, and has seen the rise of CRM (as founder of the Dutch CRM Association) and more recently CEM. Through it all, he is one of the world’s best thinkers about balancing value creation for customers (which drives customer satisfaction and loyalty) and value creation from […]

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Worst to First: How Five Customer-Centric Habits Enabled Sprint's Dramatic Turnaround

My family has been a Sprint wireless customer for more than 10 years. We’re happy now, but six years ago we almost fired Sprint due to dropped calls, billing problems and limited support for newer smartphones. Ironically, if we had called to complain often enough, Sprint would have fired us! That’s right, in June 2007 […]

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5 Questions for Chip Bell — 9 1/2 Principles of Innovative Customer Service

One of our top customer service authors Chip Bell has just added an excellent new book to his collection. Here are five questions I asked Chip in an email interview, regarding customer service and The 9 ½ Principles of Innovative Service. Enjoy! 1. Providing good customer service seems so basic. What’s the number one reason […]

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Delight, by Design. Innovation Sets Intuit Apart as a Customer-Centric Leader

Innovation distinguishes between a leader and a follower.—Steve Jobs Let’s admit it. Innovation is sexy. It’s cool. What company wouldn’t like to appear on one of those lists of “most innovative” companies. So what’s the problem? Just brainstorm some new ideas, pick the best one, take it to market and let the good times roll. […]

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