.png?width=1500&height=398&name=CO_Corporate%20Logo%202021_4C_HOR_FNL-1%20(1).png)
Recent Posts
5 AI Trends Every CEO Must Act On
Earlier this year, I shared takeaways from Mary Meeker’s Internet Trends Report, which showed how AI is reshaping business at a macro level. Building on that, Google Cloud’s 2025 AI Trends highlights five forces that will directly impact companies in the year ahead.
AI is no longer experimental. It is restructuring markets, reshaping customer expectations, and redrawing competitive boundaries. Here are five AI trends CEOs are preparing for now:
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.
The "Unconscious Incompetent" or Don't Be "Mr. Magoo"
Tue, Jan 1, 2013 — Do you remember Mr. Magoo? He was a cartoon character who used to cause disasters all around him and be totally unaware of them. Cars would overturn, store aisles would collapse, boats would crash and Mr. Magoo bumbled on his way, oblivious to it all. Some US business people act the same way when starting an international arm to their business.
Customer Satisfaction Survey Questions: The Cardinal Rule to Know
Sun, Dec 23, 2012 — While working with an executive management team on customer satisfaction survey questions, they told me every survey seemed to have declining response rates. They asked me what I thought about just asking one question: “On a scale of zero to 10, how likely is it that you would recommend our company to your friends and colleagues?” My response: Have you looked into the possible reasons why the customer survey response rates are declining? Too often I’ve seen companies want to ask the would-you- recommend-us question without doing enough follow-up to understand what it is they are doing right or wrong. This is where CEOs need to lead their companies and improve.
3 Ways to Drive Innovation – a CEO’s Perspective
Sun, Dec 16, 2012 — What makes some companies more successful than others? And what role does innovation play in this? I have always been fascinated by this topic, especially if the business is facing a turn-around situation.
![Market-Driven Strategy Doubles Annual Revenue for ISTN [CASE STUDY]](https://www.chiefoutsiders.com/hs-fs/file-14389357-jpg/images/business-strategy.jpg?width=320&name=business-strategy.jpg)
Market-Driven Strategy Doubles Annual Revenue for ISTN [CASE STUDY]
Tue, Dec 11, 2012 — In this case study, see how a market-driven strategy helped a business consolidate sales and marketing programs, increase revenue growth, and expand into new geographic markets. As a management buy-out company of a Westinghouse division, IST produced instrumentation and optics used in the nuclear power, defense, safety and spectrophotometer markets.
Making our Mistakes Pay – Rather than Paying for our Mistakes
Sun, Dec 9, 2012 — No one likes making mistakes, but we all make our fair share of them. Humans are fallible, products and processes fail, and things slip through the cracks. Even the best-managed companies can go awry. Unfortunately, mistakes are not only inevitable; they can also be very costly. As a CEO you know that mistakes can cause operations costs to rise and productivity to falter—and most damaging of all, they frustrate our customers so that they start thinking about taking their business elsewhere. If we act quickly to fix our mistakes, however, we can make our mistake pay off. Losing and replacing customers is expensive. 91% of unhappy customers will not willingly do business with us again (Source: U.S. Office of Consumer Affairs). If they have the option, they will take their business elsewhere. When customers leave us, we need to expend resources getting new ones—and it generally costs a great deal more to get a new customer than to keep an existing one. Think of the difference in the time, effort and money that goes into marketing and sales to bring in new business compared with how little effort it takes to stay connected with a customer you already have. Losing and replacing customers is expensive.
Your Brand and the Buyers Journey: Why CEOs Need to Pay Attention
Wed, Dec 5, 2012 —
6 Ways to Turn Customers into Advocates with a Brand Ambassador Program
Sun, Dec 2, 2012 — Harley Davidson, Intel, Starbucks, Apple. We all know brands that have a loyal group of customers, brand ambassadors, who love to talk about the brand and recommend them to their friends and peers. And these recommendations drive sales. According to the Boston Consulting Group, 9 out of 10 consumers and over 50% of B2B customers trust recommendations from friends, colleagues and peers when making their purchasing decisions. You can invest lots of money in marketing campaigns, but for many companies the most powerful sales driver is a recommendation from a brand ambassador. And a strategic brand ambassador program may be the difference-maker in your bottom line.