To understand why customer feedback is vital for any business, you have to look at the foundations of the market economy. The free market is made up of producers and consumers. In the dimension that interests us, companies are producers while individuals and other companies are consumers of goods. To reach success in such a …

How do you transform your customer’s sales experience, so it is different and more desirable than your competitors, and adds value to your brand? First, you have to change the way your sales force influences and sells to them. Then, change the way your sellers communicate how your company can deliver faster, better and cheaper …

Sixty percent of people think chatbots will make companies feel less human. But industry insiders disagree. Back in January 2016, Chris Messina (tech guru and inventor of the #hashtag) predicted: Computer-driven bots will become more human-feeling, to the point where the user can’t detect the difference, and will interact with either human agent or computer …

All organisations – start-ups or long-standing blue chip companies – would state that collaboration is key to their success. Increasing shareholder value, raising seed capital, or launching an IPO all depends upon great partnering. The ability to partner successfully can be hampered sometimes, by the race to the finish line. Leaders are advised to make …

Because social media is 24/7, you need an army of employee champions to be your eyes and ears, and your passionate amplifiers.  However, you can’t simply tell people to be your social champions.  You have to earn their ambassadorship. The process begins with education and inclusion; getting your own employees to become a part of …

The world is filled with process, efficiency, and order. The overburden of technology in our lives and a world of connected devices have washed us over with a discipline we supposedly didn’t have when life was less connected.  But what if I were to tell you that all that order and efficiency is not what …

Customer experience is all the rage at the moment. The talk is all about touch points and the customer journey, from ad to call center. But companies are missing out if they’re not thinking about the words used on that journey. I love hotels. Especially luxury hotels. Who doesn’t enjoy a little pampering every once …

So, where are you when you get your best ideas? At work, with others, trying hard? If you’re like 90% of the leaders I recently interviewed, you will be answering no. Most people have their best ideas on their own, away from work, when they’re not trying.  So much for that gravestone of creativity, the …

The marketing field has long had an obsession with Millennials – worrying about them, over-analyzing them, complaining about them, even making fun of them.  As such, the world has been indoctrinated with the concept that young people are overly optimistic, trophy-getters with an unrealistic view of fame, future success and the value of their own …

Corporations who have not made a commitment to disruption are guaranteed to either join the ranks of Kodak, Borders, and Blockbuster or sputter along as they try to stay profitable. Organisations often lament the dearth of innovative leaders. There is a concern and sometimes fear, a valid fear, that the current pool of talent will …