Wednesday, May 28, 2014

Which Comes First: Business Strategy or Customer Experience?

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Photo by paul bica  Following up on yesterday's post, "Making Promises, Keeping Promises: Building Brand and Loyalty thro...
Tuesday, May 27, 2014

Making Promises, Keeping Promises: Building Brand and Loyalty through Customer Experience

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Photo by paul bica Would you be willing to pay more for a better customer experience? According to Kerry Bodine, former VP and Prin...
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Thursday, May 22, 2014

Put People First - Your Success Depends On It

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Photo by paul bica "Those that will always help a friend, will always have a friend." - Anthony Douglas Williams, inspir...
Tuesday, May 20, 2014

Incorporating the Rational and Emotional in the Client Experience Journey

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   Photo by paul bica "The customer’s perception is your reality." - Kate Zabriskie, learning and development industry...
Wednesday, May 14, 2014

Creating a Positive Customer Experience

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When it comes to obtaining and retaining customers, remembering what you learned in kindergarten really isn't enough anymore. Now, it...
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Tuesday, April 29, 2014

Move Brands Faster and Longer in the Social Media Era

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Photo by paul bica With new social media networks and platforms emerging almost every day, organizations must efficiently engage cu...
Friday, April 25, 2014

How NASCAR is Using Social Media to Enhance the Fan Experience - Complimentary Web Seminar

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In association with HP Autonomy, The Institute for International Research invites you to join us for a one hour complimentary web seminar, ...
Thursday, April 24, 2014

Innovating a Roadmap for Customer Experience

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Photo by paul bica     "There are no traffic jams along the extra mile." - Roger Staubach, former star NFL quarterback...
Tuesday, April 22, 2014

How to Build an Experience Management Core Competency

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Photo by paul bica "People will forget what you said. They will forget what you did, but they will never forget how you made the...
Wednesday, April 16, 2014

Customer-Centric Culture: Why it Matters and How to Measure it

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Photo by paul bica "A great customer experience can only be delivered by someone who wants to give it." - Ian Luxford, Lear...
Monday, April 14, 2014

Customer Engagement: The Glaring Blind Spot You Have Been Ignoring

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Photo by paul bica “You get hit the hardest when trying to run or hide from a problem. Like the defense on a football field, putting a...
Friday, April 11, 2014

Employee Recognition Programs Energize and Strengthen Customer-Centric Organizations

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Photo by  paul bica "The deepest principle in human nature is the craving to be appreciated." - William James, psychologi...

How Current Trends are Shaping the 10 Growth Areas of Tomorrow

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Photo by  paul bica "The future ain't what it used to be." - Yogi Berra "If I had asked people what they wan...
Wednesday, April 9, 2014

Changing Behavior Towards the Customer Experience

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"A  satisfied customer is the best business strategy of all." - Michael LeBoeuf, American business author During "Changin...

The Crazy Ones: How to be a Leader that Inspires Creativity and Innovation

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Photo by  paul bica   “ My job is not to be easy on people. My job is to take these great people we have and to push them and make ...

How does viral content spread via social networks?

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Every group of social media marketers I speak to point to the most difficult part of their job:  to consistently produce good content.   ...