We all know stories of late and out of budget implementations of end-to-end Enterprise Resource Planning (ERP) or custom suites of specific management software on resident hardware or the cloud. Having lived through implementations of these software platforms, I learned that every vendor presents a unique set of advantages and challenges. Although my direct experiences ...(read more)
Sara Terry, as Vice President, Resident and Family Engagement at Brookdale Senior Living, discusses her team’s commitment to excellent quality care and service.
Customers today have the option to purchase products and services in countless different ways, to a degree that can make the process quite confusing.. It is wonderful to be able to provide customers with the option to purchase 24/7 through a variety of different channels, but how do companies ensure that customers choose their brand? How can organizations break through the clutter and beat out the competition?
Lew Bader, Former SVP, North American Customer Service from Pearson, discusses why respecting your competition is one of the key elements to successfully sell to a senior Customer Service executive.
I have never done price increases: I have only done value increases. That has helped me more than once raise prices and market share at the same time, because it was done for the Customer.
The thing about writing on social media strategies is that, by the time you hit “send”, the picture has changed. It’s that fast. Develop a facebook strategy, and the kids have moved to Kik. Develop a LinkedIn strategy and along comes LinkedUp. Hashtag yourself into the next season, and Twitter is replaced by digg. So, what are you going to do? If the train is too fast, do you just take the slow train to the post office? Or, do you start running faster, catch up, and jump on!! Come on, let’s run!
We dread that word…synergy. There is no more challenging place to apply the concept of synergy than within an organization when your firm has acquired another and the allure of multiple “synergistic gains” promised by management are expected from the sales organization. What could possibly go wrong? Well, just about everything. Here is a short list and what to do about it.
"Instill a spirit and show that you’re committed to your values and goals as an organization and by doing that, you reinforce those customer-centric goals, values and priorities."
Traditionally, external brand communication was the focal point of businesses, but now, any discrepancies between your brand promise and the experience your brand delivers will eventually rise to the surface. This dynamic has created a new imperative for businesses to align products, customer service and advertising promises with consumer experiences. Who you say you are means little; to consumers, who you prove your brand to be means everything. You must align your brand and communicate from the inside out.