.png?width=1500&height=398&name=CO_Corporate%20Logo%202021_4C_HOR_FNL-1%20(1).png)
The Chief Outsider
.svg)
Recent Posts
5 Steps to Building Customer Service into your Company's DNA
Wed, May 15, 2013 — This is an updated version of an article published in Yahoo Voices by Barbara Fowler, CMO and partner at Chief Outsiders "Make new Friends but Keep the Old Ones" True for Customers too. Positive customer service experiences are the key to building and maintaining a business. Multiple studies have repeatedly concluded that gaining new customers is much more difficult than keeping your current customers. A delicate balance must be kept between actions that go above and beyond in retaining customers and actions that focus on immediate costs or promote profitability for an organization. Just as important as this balance is the integration of a high quality customer service approach or mindset throughout all departments of a business.
"I Don't Know Anyone Here" - 8 Tips on What Not To Do!
Sun, May 12, 2013 — This is a revised blog, originally posted on UNDER30CEO. I am sure most of you have been in a situation similar to mine. Last month, I attended Social Slam in Knoxville, Tenn. I knew absolutely no one who was going to the conference, but I decided to attend because I believed it was relatively close to my new home in Charleston, S.C. (Seven hours later, in a tremendous rainstorm, I arrived. I stand corrected.) The experience gave me the opportunity to adopt a fresh perspective on attending a conference as an unknown. I knew it would be hard to go and meet people, but I figured, “So what? I’m an adult.” I was up for it — and you should be, too. Pushing myself beyond my comfort zone improved my networking skills and expanded my circle in new ways.
Whole Brain Brand Positioning
Fri, May 10, 2013 — There are innumerable articles, books and classes devoted to aspects of developing a distinctive brand positioning. And, why not? Your brand positioning should drive all communication, and, as a wise man once told me — EVERYTHING communicates. However, the elements of brand positioning have become disjointed and disconnected over time, as focus shifts form one aspect to another. Also, it feels like brand positioning has become unnecessarily over-complicated by the scholarly focus, causing the project of sitting down to develop a new brand position to end up on the “someday, maybe” pile for many busy CEOs. Developing a differentiated brand positioning is nothing more than making sure your brand occupies a unique, distinctive and relevant place in your target customer’s mind (get it? Brain, Mind…), so they consistently choose your brand in preference to that of your competition. It allows for consistency of message and experience across time and across management. It articulates your brand’s DNA across all aspects of the brand — from your brand identity/logo to packaging, from creative and media to distribution strategies, and from promotional offers to new product development plans.
The Difference between CEOs That Manage vs. Lead
Fri, May 3, 2013 — Today's blog is by guest blogger Kevin Dincher.
Cracking the Code of Organizational Change
Sun, Mar 10, 2013 — It was 1996 when John Kotter first published Leading Change and told us that 70% of all major change efforts by businesses fail. Nearly two decades later there is little evidence that any improvement has occurred, and this 70% failure rate has become axiomatic in business development and change management circles. Despite some individual successes, change remains difficult—and few companies manage change successfully. Organization change is a strategic imperative in today’s fast-paced business environment. Unfortunately, in the pursuit of change and trying to be the best, CEO’s and their executive team frequently chase after the latest and greatest idea. They lose focus and become mesmerized by all the advice available in print and online about why companies should change, what they should try to accomplish, and how they should do it. This proliferation of recommendations often leads to failure. Cracking the Code of Change
5 Super Tips for a CEO Faced with a Media Interview
Wed, Mar 6, 2013 —
Their Pain, Your Gain
Sat, Feb 23, 2013 — Some of your best customers would probably like you to do business with them in a different manner. Maybe it’s the day you deliver your goods to them? The minimums required? Maybe it’s the day of the month that you do your billing…or the amount of paperwork that you require of them? Instead of making doing business with you easier, do you sometimes make it a bit more challenging? Successful companies seek out their customers’ pain points and eliminate them. Constantly listening to the signals from the marketplace can help you see the storm clouds gathering, and to develop the strategies necessary to meet them. In order to do that, you really need to dig deep and find out what is bothering them, and how you can go about fixing those things. Define the Pain Point
The Four Basic Pillars of Digital Economics
Sat, Feb 16, 2013 — For many companies in both the B2C and B2B markets, selling online is a must. Whether selling digital goods like downloadable software, SaaS-model subscription offerings or actual physical goods, in my experience there are a few straight forward and basic economic pillars of selling online that are often overlooked. While your products, pricing and promotions are important, I’ve seen that a renewed focus on the intersection of these four pillars delivers significant increases in sales. These pillars are: • Traffic • Close rate • Average order value (AOV) • Retention
The Welcomer Edge: The Secrets to Repeat Business
Sun, Feb 10, 2013 — Today's Chief Outsider blog is by guest blogger Diana Kyser McNeff. I recently had the opportunity to sit down and talk to Richard Shapiro, founder and president of The Center For Client Retention and author of his recently published book “The Welcomer Edge – Unlocking the Secrets to Repeat Business”. Since 1988, Richard has been running The Center For Client Retention (TCFCR) which provides research, training and consulting to Fortune 500 companies on how to improve the customer experience. Before founding TCFCR, Richard held leadership positions at ADP (Automatic Data Processing) in Client Services, Client Satisfaction and Client Retention. At ADP, he developed the idea that when there is a gap between service expectations and delivery, the client relationship is most vulnerable —a customer is most likely to move to a competitor. Richard also credits his experience working in his father’s haberdashery store as a boy as the place where he learned the true value of a customer.