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Winning the Fraud and Cybersecurity Race: A Go-to-Market Blueprint for Competitive Edge
Fraud and cybercrime have become a systemic, trillion-dollar drag on the global economy—but the fight to turn the curve is more than a market opportunity.
Over the past few years, I have worked alongside cybersecurity and fraud-management teams in government, banking, and payments, and nothing is more satisfying than seeing a new solution stop a romance scam or prevent a pensioner from losing their life savings.
Does Your Customer Delight Take Flight?
Mon, Jun 17, 2019 — Let’s assume, like most businesses, that you have a keen focus on pleasing your customers. You have plans, people and policies that ensure you are offering a great experience, and you are doing everything you can to make it easy to do business with you. That’s all well and good -- congratulations! However, it’s important to note that there are brands committed to going beyond “pleasing” their customers -- they are moving up to “delighting” their customers.
Don’t Reinvent the Wheel: Seven Simple Steps to Delighting Your Customers
Tue, May 28, 2019 — People pleasing—for as long as there have been sellers and buyers, there have been efforts by sellers to get those buyers coming back for more. If we think all the way back to the dark ages of retailing, we can imagine that there was heavy competition for those stone-chiseled wheels—and certainly the stonemason with the best service (and ratings on Yelp) had the most robust business. Of course, most businesses will SAY that THEY have a keen focus on delighting their customers—that THEY are the best at building retention and ongoing loyalty. “Of course we do,” they say. “It’s a company virtue! We’ve been doing it for years!” Yet, when you examine the actual processes and procedures used in the interaction with their customers, you will often find the opposite. This is not necessarily willful—it likely is a function of a reliance on tried and true business processes in a selling environment when the business situation may have changed. (Pity the stonemason who was beat out by Goodyear to put rubber treads on those wheels!)
How to Build a Customer-Centric Organization and Avoid Technology Fails
Tue, Apr 23, 2019 — For everyone who tosses an iPhone in disgust or screams when Instagram is down, there are legions of people who praise technology—particularly for its ability to provide better customer service. Artificial Intelligence (AI) and Augmented Reality (AR) advances; programs that analyze and target messages to the right consumers, in the right amounts; and just software that puts a customers information at the fingertips of a telephone support agent—all are helping to smooth the confluence between tech and service. So why is it that it sometimes, technology actually deprecates the customer experience? And what can be done about this?
Better Living Through AI: How Computers Will Improve the Service Experience
Wed, Mar 27, 2019 — For consumers tired of endless hold times, long-snaking lines, and difficulty getting customer service, help is on the way. The often confusing, maddening connection to some of our favorite brands and services is about to improve substantially—driven by a pair of tech-powered developments poised to move into the consumer and B2B mainstream sooner than most people think. The first is Artificial Intelligence (AI)—something that, for years, seemed to be the domain of Hollywood hype. Today, whether we know it or not, real learning software is in active use today in a wide variety of areas, ranging from cyber security to your Netflix app.
Road Map the Customer Experience to Align Sales and Operations
Wed, May 31, 2017 — So often these days, blogs, posts and articles are written about aligning Sales and Marketing. I agree that doing so is critical. But there is another alignment need that is often overlooked and equally critical to company growth and customer satisfaction. The question is are we selling what we are delivering in terms of the customer experience?
The Best Customer Service Uses Ritz-Carlton Radar On, Antenna Up Model
Sun, Nov 25, 2012 — Does your company offer the best customer service? Most every company claims to have the best customer service—but would their customers agree? When running a midsize business, you face an ongoing battle to effectively connect and engage with your customers. Employees constantly multi-task and resources are stretched. As a result, customer experience management often falls to the back burner.