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Category Archives: Customer Experience

Disobedience: A How-to Guide for Managers and Employees

Somewhere, a manager just ordered an employee to take a questionable action. To do something immoral or stupid. Something that causes harm to customers. There – it just happened again! In less than the time it takes to read this paragraph. Relentless wrongdoing. It happens all over the world. It was a demand to ignore […]

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Personalization: Gateway to Dystopia

Back in the ‘90’s, Robert, a project manager at a systems integrator, asked me for some technical guidance about automated identification. “I want to track people,” he said. “Basically, I want to know when a person enters a room, when he exits, when he’s out in the hallway. Wherever a person is, I need to […]

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Should Companies Stop Worshiping Sales Rock Stars?

“Can you find us a sales rep? And not just any rep. We want a rock star!” An ordinary request for something truly extraordinary. I hear it often. Lately, I began to wonder, what does this honorific mean? I searched online for sales rock star, and received a deluge of results. 23,800 of them, if […]

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How to Implement a Price Increase

This month, I had a remarkably cruddy customer experience. “So what?” you say. “That’s not unusual.” Agreed. But this foul was so grievous, I worried whether another company might repeat the gaffe. As a professional marketer – as a compassionate human being – I feel duty bound to intercede. If your company is about to […]

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Do Corporate Values Matter?

Visit the website of a great company, and you’re certain to find a values speil. UnderArmour dedicates an entire web page to explain its Mission and Values. Whole Foods describes its Core Values, offering a subtitle, What’s truly important to us as an organization, to drive home the point. IBM outlines Our Values in a […]

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