All Consumers Actually Want Is A Quick Solution To Their Problem And Focus On Problem Solving, Not Speed

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

Read More

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

Read More

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

Read More

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

Read More