Who Cares About the Company Store?
About 2 years ago, I took on a stretch assignment at work to overhaul our online company store. It needed a fresh look and a little love and attention. We created a system-wide multi-discipline team to complete an RFP for a new site vendor and created a refreshed...
Managing Data and Change Were Key Themes at Customer Contact West: A Frost & Sullivan Executive MindXchange
These were two primary themes at the 13th Annual Customer Contact West: A Frost & Sullivan Executive MindXchange this year. Carolyn Muise, Vice President, Voice of Customer Analytics at Dell, focused on the first, the importance of data. Muise noted that when it...
Are You Ready for Gen Z?
I’ve had so many calls from frantic HR managers and executives about millennials, that it’s become routine. “Over-entitled, lazy, tech-obsessed, lacking dedication, impatient” are some of the typical complaints I get about the largest generation in U.S. history, who...
Customer Attention – What Do You Do With It?
The CEO of Netflix recently said that they compete with Facebook, YouTube and sleep. While Netflix competes with my sleep at 1AM, you know for a fact that every business out there is competing for your attention. So, what do you do with your customer’s attention? Well...