The Customer Journey In The Social Media Era

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As a former hockey player and salesperson, I know a lot about goals – whether in the context of a hockey game or in a sales environment. If you can’t get goals in hockey, your team will never win. In sales, if you don’t achieve your sales goal/s you’ll soon find yourself on the outside …

It seems like every day, I’m seeing an advertisement for the position of Chief Customer Officer.  Although not nearly as ubiquitous as many other occupations, it’s indicative of the importance many companies now place on the customer and ensuring that their experience in dealing with the organization is positive, regardless of where in the buying …