If you're involved with, or at least following, the rise of social media in business, you're probably already aware that Salesforce is moving aggressively toward what they call the Social Enterprise.  As a Consulting Partner for them, we stay on top of their initiatives, and last week at the Cloudforce conference in San Francisco I was once again impressed with how they're leading the industry.  They've made this ebook available, and want us to pass it on, so here's a link to "The Little…

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Connect your customer experience management efforts across the company, and enjoy exponential benefits, according to the 2011 Business-to-Business Customer Experience ManagementBenchmarking Study.

Companies with managers (of their top five methods…

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Value creation is perhaps the single most important aspect of any executive's job. As such, crystal clarity on what it is and how it's done should certainly be top of mind. Shareholder value is fueled by customer value; shareholders leave when customers leave, not the other way around.… Continue

An outstanding resume or nice appearance isn't enough in this day an age when you're looking to hire someone for a job. Many employers are cutting costs by running a background check once a year or in some cases not at all. 



But, even if you run a background check at the time you hire someone are you still able to know if they get into trouble after they're hired? Pre-employment screening should not stop at the initial hiring process. CrimSPY®, a Protection Plus Solutions product…

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Survival of the kindest may be a novel concept, but there's new scientific evidence that humans are genetically wired to be kind. The more generous we are, the more respect and influence we wield. For example, think of Zappos and LL Bean: for their customer-centric sales and service policies, they've earned widespread admiration among customers, as well as among… Continue

“Just talk to your customers” was the resounding answer to: “What’s the best way to learn best practices for customer experience management?” — a question I posted on several business-focused social media sites. Yet less than 60% of companies have a formal voice of the customer program.¹ Why? Because we often assume we already know what customers think, or what they “should” think. Somehow it seems straightforward to…

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Police issue REMINDER on Door to Door Sales



Hello all you bloggers out there! News travels fast with Protection Plus Solutions. I thought I'd share with you an article written by Jeff Raasch with the Source Medica Group News. Jeff's article is very informative but most this isn't new.. this is typical of a lot of cities now trying to get a handle on Door to Door Solicitation.



But what the cities don't realize is that the solicitation license is only as good as the day they… Continue

Customer Care … Customer Relationship Management … Customer Experience — what’s the difference?

All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any…

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You've seen the ads depicting crazy business policies that dampen customer experience and make customers cynical. I'm a big fan of free enterprise, but have to admit that self-serving practices have eroded trust and the joy of being a customer.



As each one of us is a customer ourselves, we should understand customer experience management like the back of our hand. Yet, somehow customer experience seems a…

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