It is my belief that a company’s Digital IQ – the way it integrates and leverages digital technology to service the business needs – will be a key driver and competitive advantage over the next decade. A 2012 Price Waterhouse Cooper report suggests that “… excellence in IT has not been commoditized and is still differentiating [...]
Tag Archives | Customer Service
Is social media right for customer service – The right fit for you?
There are now a good number of brands that have identified social media as a channel for customer service (Best Buy, Starbucks, Dell, Zappos to name a few). First, there was the automation trend. Then there was the outsourcing boom. Now there is the social media channel. It seems, however, that most companies still [...]
Biggest impact on your business?
Tough choices With the limited resources we all have at our disposal, we must make tough choices. Here are a set of options that, with your magic wand, you can provide for your business overnight. Which is to be? Create your free online surveys with SurveyMonkey, the world’s leading questionnaire tool. I will be most [...]
Where is the value added in an eCommerce site?
With some 500,000 eCommerce sites in the US and presumably over double that in Europe (considering that each country has to have its own language and that France alone has over 100,000), eCommerce is hitting the big time. If you take the USA and Europe combined, eCommerce registered slightly over 350 billion euros in revenues [...]
Is empathy the single most valuable & rare asset in companies?
Great Branding: Great Listening The social web has been said to turn the world upside down, putting the power into the hands of the consumer. Others harken back to a time when the street shopkeeper knew all of his/her customers by name. You will find some people foretelling the end of the email, while others [...]
9 1/2 reasons why you should NOT get into social media?
Everyone’s talking about it! So, why not to jump into digital media marketing? As much as there is all this hype about businesses getting into social media, there are still a vast majority of companies that have not made the step – and that’s perfectly normal if you consider that a majority of [especially smaller] [...]
eCrisis? Whose eCrisis? Have you defined the roles & responsibilities?
Whose line is it anyway? In business, communication has long been and continues to be equated to a one-way outward-bound message. Whether we’re talking Corporate Communications, P.R., marketing or even Human Resources, companies have used communication much like propaganda. Today, in the new web-enabled world, that mindset is having to change and it is a [...]
If you want to get social, start with email and the telephone
As the ever rising number of companies ramp up their efforts in the digital media space, there are, in my opinion, three very important parts of the social “program” that need to be checked before embarking:
(1) to what extent do members of head office meet and discuss with clients in the field?
(2) what is the experience when calling the company on the telephone?
(3) what is the experience when sending an email to a company representative?
The French Service Issue : “mal compris”
French Service. For some, this is an oxymoron. Some like to say the same thing of American Intelligence. But as far as French Intelligence is concerned and American Service, we tend to be on the right track! Regarding French service, there has been much written about the issue of bad, snooty-nosed, unfriendly service in French’s [...]
Momentum Effect by Jean-Claude Larréché (INSEAD)
I attended a presentation last week by Jean-Claude Larréché, famed marketing professor from INSEAD (still teaching there and also was there when I attended in 1993). Jean-Claude gave a short and punchy overview of the key points of his latest book, “The Momentum Effect” which was published by Wharton School Publishing last year and is [...]
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Welcome to The Myndset
Branding & Digital Marketing. Professional speaker, consultant, podcaster & author of "The 5e's of Marketing." At The Myndset, we believe in putting the Y back into business. On a personal level, I love the Philadelphia Flyers, Grateful Dead and acoustic guitar as well as my gorgeous family. For good measure, I type at 70 WPM.
