Archive | Performance Metrics

ScottishPower Uses a Balanced Scorecard of Metrics to Drive Customer Service Excellence

A few years ago, my family experienced frequent power outages at our home during bad storms. One time, the power to a sump pump cut out when we needed it most. Result: $5,000 of water damage. Needless to say, that day I had some choice words for our electricity provider, Pacific Gas & Electric. Unfortunately, […]

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Want to Empower Call Center Agents to Delight Customers? Improve Your A.I.M.

On a trip to Orlando two years ago, I arrived quite late to a Hilton hotel and visited the restaurant a few minutes before closing. The server took my order and disappeared… for just a few minutes too long. I was starting to wonder if my order been forgotten, when the server came back, apologized […]

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How Amazon Wins: Innovation, Low Prices, and Free Cash Flow

In 2005, we (when we were named awarded a customer-centric leadership award. In an acceptance letter, Craig Berman, Amazon’s director of platform and technology communications, said: “It is simply in our DNA to approach our business by starting with the customer and working backwards and for the past 10 years, we have stayed […]

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Will you face up to your "Customer Cliff" in 2013? Or jump over the edge again?

The “fiscal cliff” drama has been great theater in the U.S. Too bad they couldn’t sell tickets to help pay down our national debt. It’s easy to be critical of our government officials for not working together for the common good. They should put the country first, and leave partisan bickering behind, right? If only […]

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Hubspot uses persona-based teams to align with buyers, accelerate growth

Yesterday I presented my ideas about Buyer Experience Management (BXM) at the Sales and Marketing 2.0 Conference in San Francisco. I was delighted to see a brilliant case study presented by Mark Roberge, SVP of Sales and Services at HubSpot, a company best known for pioneering inbound marketing for SMBs. As Hubspot has grown, its […]

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