The notion that companies must go above and beyond in their customer service activities is so entrenched that managers rarely examine it. But a study of more than 75,000 people interacting with contact-center representatives or using self-service channels found that over-the-top efforts make little difference: All customers really want is
Tag: focus
From The Freemium Business Model To An Aggregation Business: How To Focus On Service And Capture Value?
More and more startups are popping up, offering customers new services and products that save them money. And while their offerings are attractive, they have one shortfall: They don’t capture value for the company. Fortunately, there is a strategic model that startups can follow that allows them to focus on
Effective Messaging To Older Audiences: Focus On Emotion, Prioritize The Positive And Ditch The Stereotypes
Given a rapidly aging population, effective messaging to older people holds national importance for public health as well as marketing of goods and services. Older people make up an incredibly diverse demographic that varies in terms of physical and cognitive ability, economic power, and social connection, and market segmentation based
Creating AI Brain Trust | A Focus On Quality AI Research Methods
This blog is a continuation of the Building AI Leadership Brain Trust Blog Series which targets board directors and CEO’s to accelerate their duty of care to develop stronger skills and competencies in AI in order to ensure their AI programs achieve sustaining results. In this blog series, I have
Cybersecurity: Why We Need To Focus More On Customer Endpoints
There’s a surge of activity happening right now in enterprises that are prioritizing more resiliency in their endpoint security strategies going into 2020.
What Should Enterprises Focus On When It Comes To Cybersecurity?
Marriott. Facebook. Ticketmaster. Those are just a few of the brands that suffered the most significant headline-grabbing security breaches of the past year.
