client
Can We Cross-breed Business Services Delivery Talent?
May 06 by Deborah KopsIt’s time to question why there is not much talent interoperability between the so-called buy and sell sides. Is it time to be deliberately Darwinian about business services talent, forcing...
How to Make "Service" Your Brand Signature
November 11 by Ron KaufmanGlobal Service Guru Ron Kaufman explains why traditional definitions of "customer service" are holding companies back. Organizations with a powerful service reputation and a superior service cu...
Is Customer Service Now Too Complex to Manage In-house?
November 07 by Matthew BowmanFor the past few decades, many companies have resisted the urge to outsource their customer care – arguing that their products/solutions were too specialized, that their brand was too valua...
A Client For Life is a Dying Breed
November 03 by SSON EditorI'm charged with boosting revenue for my company through the sales and marketing of our product - whether it's a service, solution or software. Here's the thing. It's not like a few years ago, whe...
Customer Surveys – Are They a Real Barometer Of Customer Experience?
September 25 by Amarpreet BhamraThe customer’s perception is your reality. ~ Kate Zabriskie In the age of the Internet, the relevance of customer experience and customer focused organizations has increased manifold. Th...
Ask for the sale
August 07 by Deborah KopsIt’s one of the things that bollixes me most about shared services and outsourcing—clients or internal customers are supposed to "get it" without ever being asked for the sale. We think...