Feb 20

Infographic -- Incentivizing Channel Partners -

The Incentive Research Foundation recently released a study, Incentivizing Your Channel Partners Leads to Positive Business Outcomes, based on 2,000 dealers with the opportunity to win an incentive travel trip. Out of these 2,000 dealers, approximately 20% of these dealers are awarded the trip annually.

[slideshare id=16653274&doc=incentivizingchannelpartners021213-130220115047-phpapp02&type=d]

Jun 03


And that leaves us … ???


And that leaves us … ???

May 30

Customer Loyalty: The CXM Goal. -

CXM without the endgame of loyalty and advocacy is simply effort wasted.  Learn more here….

Feb 17

Copyright enforcement and the Internet: we just haven't tried hard enough? -

Is effective Internet copyright enforcement even possible? “We won’t know,” writes blogger Kevin Drum, “until we try.” But Congress has been “trying” for two decades, with ever-larger costs to consumers and taxpayers.

(Source: addtoany.com)

Developing Your Customer Experience Management Roadmap: Strategies for Getting From Where You Are to Where You Need to Be. -

Customer Experience Management“, “CXM“, “CEM”; the term is everywhere right now. New titles (Chief Experience Officer, or CXO) and conferences dedicated to the topic are popping up everywhere.

Why? Because providing satisfying customer experiences has a real impact on the bottom line:

Results like these get noticed, and more and more clients are asking about for digital tools that provide “an ideal digital customer experience.” However, few fully understand what it takes to develop, deliver and continually optimize one digital channel (i.e., web), let alone a collection of interconnected channels (web + mobile + social + email). They also don’t always know where to start; for example, customer experience management should ideally focus on improving each and every customer touchpoint and interaction. Most businesses, however, simply don’t have the time and resources needed to make a wholesale change to the way they interact with customers via their marketing, sales, and customer service systems.

So the real questions are:

  1. Where is the best place to start developing and maturing your experience management capabilities?
  2. How do you develop a realistic roadmap forward for developing and maturing the technology, people and processes needed to execute and optimize an integrated multichannel customer experience that delivers business results?
Having spent a number of years as both a company executive and consultant, I’ve been on both the strategy development and implementation sides of the equation, and I know that the answer to each of these questions will be uniquely different every each company or organization. That said, in my experience, the process of determining where to start – and the roadmap forward – are similar no matter what the size or complexity of of a business. In the coming days, I’ll be working to develop each of these steps in detail in separate blog posts. For now, here are the basic steps as I have seen them play out time and time again…”.