SafeX is the new Moment of Truth

Posted by on June 25, 2020

Recently, I was at a restaurant for the first time in over three months. As I entered the establishment I surveyed the surroundings, watching other patrons to make sure I could maintain appropriate physical distance. The person I was meeting with indicated that this was his second time at a restaurant in the same time […]

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What is a Tech Stack? -Organizational Tech Stack 101

Posted by on June 8, 2020

The short answer is it depends. Tech Stack originated in the software development community but has since evolved, and a quick google search yields the following definition: “A tech stack is defined as the set of technologies an organization uses to build a web or mobile application. It is a combination of programming languages, frameworks, […]

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Four typical stages of classifying leads

Posted by on February 24, 2020

The blog post below is a modified excerpt from Thriving in the Customer Age. It is one of the many highlighted insights that are outlined in the book. The typical classification of leads in B2B follows a waterfall model, starting with a Marketing Collected Lead (MCL) that becomes Qualified (MQL), which is then handed off to Sales (SQL), […]

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Closing the 80% Gap in Sales

Posted by on February 12, 2020

Thriving in the Customer Age. It is one of the many highlighted insights that are outlined in the book. Sales team members will often claim 40–50% close rates, while industry statistic after industry statistic claims that 80% of leads are not closed. Why this disconnect? The disconnect comes in an organization’s customer-facing staff customer qualifying process. To […]

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What to do when you get a bad online review?

Posted by on January 4, 2020

The blog post below is an excerpt from Thriving in the Customer Age. It is one of the many highlighted best practices that outlined in the book. Bad reviews are going to happen. We do not live in a world in which everything is five-star or 10 out of 10. The question most businesses obsessively worry […]

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Does Technology = Effective Customer Experience?

Posted by on December 18, 2019

Today we see an ever-increasing march towards technology utilization to engage with customers. Using technology, an organization can create efficiencies in the workplace designed specifically for their custom customer journey. This means many portions of the customer journey are now being augmented by technology.  Broadly, this is starting with AI helping write ad copy for ads, bots answering chats, workflow automations for […]

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How do you hear your customer voice?

Posted by on October 18, 2019

I was in a meeting this week and discussion around mapping the customer journey occurred. The discussion was regarding the steps needed to implement a new customer facing solution. Happily, everyone agreed that the organization’s customer journeys by customer profiles were a needed input when implementing a customer facing solution. “Great!” I thought to myself, […]

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