Innovation can be a powerful precursor to profitable growth by enhancing the customer experience. As such, the “I” in CIO has evolved from Infrastructure to Information to Innovation. While the CEO’s job is to enhance innovation, the CIO’s job is to be the innovator -- to take innovation and run with it. But companies that attempt to innovate from technology instead of with technology won’t make it. They are unable to establish an aggressive innovation cadence because they’re stuck managing…See More

Innovation can be a powerful precursor to profitable growth by enhancing the customer experience. As such, the “I” in CIO has evolved from Infrastructure to Information to Innovation. While the CEO’s job is to enhance innovation, the CIO’s job is to be the innovator -- to take innovation and run with it. But companies that attempt to innovate from technology instead of with technology won’t make it. They are unable to establish an aggressive innovation cadence because they’re stuck managing…See More

Companies like to say that all customers are treated equally, but is this really the case? Perhaps the more appropriate questions is whether they should be seen as equal. Harvard professor Robert S. Kaplan researched this very issue extensively and concluded that happy customers are good, but profitable customers are even better. He found that in virtually every customer profitability study ever done, 15 percent to 20 percent of the customers generate 100 percent (or more) of a company’s…See More

Companies like to say that all customers are treated equally, but is this really the case? Perhaps the more appropriate questions is whether they should be seen as equal. Harvard professor Robert S. Kaplan researched this very issue extensively and concluded that happy customers are good, but profitable customers are even better. He found that in virtually every customer profitability study ever done, 15 percent to 20 percent of the customers generate 100 percent (or more) of a company’s…See More

Companies of all sizes are struggling to keep up with rapid changes in consumer expectations. According to a recent Harris Interactive survey on the current state of customer service in the U.S., 68 percent of consumers say that companies and brands need to find ways to offer more customized interactions to increase their satisfaction. And within the context of persistent…See More

Companies of all sizes are struggling to keep up with rapid changes in consumer expectations. According to a recent Harris Interactive survey on the current state of customer service in the U.S., 68 percent of consumers say that companies and brands need to find ways to offer more customized interactions to increase their satisfaction. And within the context of persistent…See More

Consumers have led the revolution of customer service- their views of companies and their service options are constantly evolving to demand more comprehensive options. In the customer service arena, mobile phones are increasing call volumes. The typical consumer carries his or her phone almost constantly, and has the ability to dial in anytime and form virtually any location. To add on to this volume, mobile phones are opening doors for communication with customer service that expand well…See More

The value of a brand goes beyond the quality of the product or service to include intangible but important factors like helpful staff, customer service offerings, convenience and overall customer experience. Further, thanks to the transparency of buyers online and the advent of mega retailer sites like Amazon and eBay, consumers are able to easily shop and compare prices, ratings and quality online- and it’s changing the way we look at customer priorities and areas of importance.Convenience and…See More