Customer Experience

customer

Who Are You, Really?

The Dangers of Outsourcing Customer Ordering We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better. Jeff Bezos, CEO Amazon.com In order to be compatible with Apple's…

It’s So Simple from the Outside In

Every process is perfectly constructed to produce the results it does. And we saw another example of this recently. The airline industry touts their customer focus, despite most people's experience to the contrary. Many people who work in the industry might like to help, but the process they work in…
Perspective - Competitive Advantage

Competitive Advantage: Is Yours a Hit or Myth?

"If you don't have a competitive advantage, don't compete!" Jack Welch Jaynie Smith, author of Creating Competitive Advantage: Give Customers a Reason to Choose You Over Your Competitors and Relevant Selling: Research Proves Customers Value More Than Just Pricerecently spoke to my groups. Here are the highlights of her books…

Open Your Mind and Generate New Ideas by Reversing Everything

Andrea Simon recently spoke to my Vistage Peer Advisory Groups. She is a certified Blue Ocean Strategist. A “Blue Ocean” is a new market space with no competition where demand is created rather than fought over. Andrea says that the key to finding our Blue Ocean is “to ‘see with…

Disruptive Change is Constant: What You Can Learn From Amazon

This is an expanded blog of my column in Smart Business Magazine. Dilbert says, “Change is good. You go first.” Well, someone has, and now, it is your turn. I’ve just finished a series of blogs about how e-commerce and open availability of information is disrupting businesses. These disruptive forces may…

Marketing, Sales and Pricing Strategies for the New Economy: Checklist for Transition

How To Transition to the New World of Ecommerce? In a previous series of blogs, I reviewed the basic model and concept of the new business world presented by veteran Vistage speaker Sam Bowers. With the advent of this new business world, the big question for you to answer is…

Marketing, Sales and Pricing Strategies for the New Economy: Explained in Detail-Part 5

In previous blogs, I reviewed Sam Bowers’ description of the model of the new economy and how it is affecting the pricing and accounting of products and services. Now, let’s take a look at how sales and marketing are affected: What Happens to Sales? Now that people are primarily buyers,…

Marketing, Sales and Pricing Strategies for the New Economy: Explained in Detail-Part 4

In three previous blogs, I reviewed the basic model and Bowers’ views on added value, cost structure and accounting in the context of the new business world. Here is how pricing fits into his model: Pricing The only way to compete in the new economy is to improve your quality…

Marketing, Sales and Pricing for the New Economy: Explained in Detail-Part 3

In two previous blogs, I reviewed the basic model and concept of the new business world presented by veteran speaker, Sam Bowers. Here are his views on added value, cost structure and accounting in its context. Bowers claims “The concept of “added value” is one of the worst concepts introduced…

Marketing, Sales and Pricing Strategies in the New Econonmy: Explained in Detail-Part 2

In my last blog, I introduced Vistage speaker, Sam Bower’s new world of buying. Here is his diagram of it, with a brief explanation, comparing the new world with the old: = bare minimum of service you will provide and price you will charge for it. = price for additional…
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