thru Adaptive Marketing Practices
Next week’s podcast is the 2nd part of Where Strategy and Customer Service Meet, Part 1 of 2 with John Goodman, Vice Chairman of Customer Care Measurement and Consulting (CCMC). If you missed the first part, I encourage to listen it was excellent. The 2nd part of podcast we move on to discuss parts of Read More …
In two recent blog posts, CAP-Do supports Outcome Driven Innovation and Lean Sales Process does not Start at Plan or Build, I discussed how companies that apply Lean to Sales and Marketing think incorrectly in terms of PDCA versus CAP-Do. In summary, we need to change to an outcome based approach and for a Lean Read More …
In a recent blog post, Lean Sales Process does not start at Plan or Build, I discussed how companies that apply Lean to Sales and Marketing think incorrectly in terms of PDCA versus Cap-Do. In the post, I stated: When we utilize the traditional cycle of PDCA, we start with Plan. We form a hypothesis Read More …
What we find is there are a lot of buzz words Big Data, Net Promoter Score, Chief Customer Officer or Voice of Customer. A lot of those are used as simplistic code words when in fact the entire process is much, much more complicated than that. For instance, in most organizations Voice of Customer is Read More …
Kaiser Fung, author of a new book, Numbersense a previous book, Numbers Rule Your World: The Hidden Influence of Probabilities and Statistics on Everything You Do and the popular blog, Junk Charts was my guest on two recent podcast. Kaiser is a professional statistician with over a decade of experience applying statistical methods to marketing Read More …
I asked John Goodman, next week’s Business 901 Podcast guest, author of the fantastic book Strategic Customer Service, fellow presenter at ASQ Service Quality Conference in Las Vegas and last but not least Vice Chairman of Customer Care Measurement and Consulting (http://www.customercaremc.com/), the question: “Your presentation ASQ is titled, “Beyond the Buzz Words”. Can you Read More …