See the Experience You Are Giving Customers

By Nancy Stephens What does it feel like to do business with you? Customer experience is the new field of competition. In most service industries, all competitors are technically on par. All banks, airlines, universities and other service companies perform the necessary core functions. The quality of the experience they offer is what often drives buyer …

The Next Wave of Service Delivery: Success Accelerators!

By Randy Wootton The Challenge Today, more and more companies depend on software as a service (SaaS) to operate essential parts of their business, such as managing their relationships with customers, driving sales performance, and maintaining employee communication. As the industry and surrounding ecosystem that delivers these services matures, it faces a growing demand for accountability and results. …

Service Innovation – The Experience Is Not Enough

By Lance A. Bettencourt I just got off a flight from Indianapolis to Chicago. Checking my email, I see a survey from American Airlines. They want to know: “How was the flight experience?” I’m on a flight right now from Chicago to Montreal. Guess what will be in my email inbox when I arrive? As a …

Development of New B2B Solutions: Results of a Benchmarking Survey

Earlier this year Solutions Insights Inc. conducted a benchmarking survey designed to better understand the issues that B2B companies face in developing new solutions. The survey explored the following questions: •    Current importance and relevance of solutions •    Identification of the stakeholders who are involved •    Key processes required •    The level of process standardization …

Providing a #WinningExperience for the Digital Customer

By Bobbi Dangerfield @BobbiAtDell Michael Dell, said it best: “We’re a company with big ears” – a good thing considering there are more than 25,000 online conversations about Dell each day in English. While that number can be overwhelming, it underscores the wonderful opportunity social media offers for companies to listen, engage, and ultimately understand …

Changing Customer Behavior- Is it possible?

By: Per Kristensson During the past decade, customers have displayed overwhelmingly positive attitudes toward environmentally-friendly offerings. However, their actual behavior does not mirror these attitudes. Do you think it would be possible to change customer behavior to make them greener? In a market research study carried out in the U.S., 67% of surveyed respondents claimed …

Human Resources: Strategic Partner for Services

By Bob Giacometti Traditionally, the role of Personnel, as Human Resources (HR) was once known, centered more on administrative and support activities such as hiring and transferring, maintaining employee records, and administering appraisal, compensation, benefits, equal opportunity, and other employee relations programs. While important, many HR teams still operate outside of the strategic planning process …

How to Influence Patients, and Clients, to "DIY"

                                      By Kathryn K. Eaton Over the last year, I have had the remarkable opportunity to work with the Obesity Solutions Initiative, which is a collaboration between Mayo Clinic and Arizona State University.  My work with this outstanding team of people has been varied and challenging, but my background in marketing has been a perfect …

Putting Customers at Ease: The Patient’s Point of View

By Andrew S. Gallan Sally, a married 54-year-old mother of two teenage girls, had just returned from her mammogram follow-up appointment with a troubled look on her face. “What’s the matter?” asked her husband of 25 years. “Again, something showed up, so I have to go for another mammogram and some additional tests,” she responded. …