Articles
Tag: mitch lieberman
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In the Future, We Will Still Need to Work
A lot has been written about the future of work. The tenor of some recent discussions resemble the social media hype from five years ago: lots of pretty pictures with little research or data behind the pictures.
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Social in 2014: The Name Doesn't Matter, What We Do With It Matters
For the past number of years, we debated how the word "Social" was going to fit. While we were having the conversation, it was shoehorned in everywhere we turned. We have media that became social. We have businesses who are suddenly social.
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Rethinking the Customer Journey: To Change Direction You Might Need a Map
The funny thing about customers is they don't often follow a map.
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Customer Relationship Management as a Customer Experience Differentiator
In the annals of enterprise information technology, Customer Relationship Management (CRM) has a storied, if not necessarily checkered past. The term has been associated with expensive implementations with hard to measure returns.
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Customer Value: It's About a Bigger Pie
By focusing all their customer relations on getting that final transaction, companies are thinking too small. Earlier in the year, I reflected upon an article that appeared in Harvard Business Review. The title of my article was: "It Is About The Relationship Not The Transaction.
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(CXM) Channel Match: Are You Talking Where Your Customers are Listening?
Too often, conversations about customer service and customer service experience either dive too deeply into technology or neglect technology completely.
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