Tricia Morris

OCTOBER 22, 2015

Notes analyst Esteban Kolsky in a recent white paper , sales benefits from employee self-service knowledge by being able to provide prospects with immediate information, whether that’s the latest sales or marketing promotion, new product information, or for existing customers, the status of a service request or upgrade.

White Paper 104

White Paper 2015 Culture 2014 104

ClearAction

FEBRUARY 7, 2016

Customer Experience Strategy : Exploring Success Factors. Customer-Focused Marketing. Building a Customer-Centric Culture. The Impact of Customer Experience Interaction. Employee Engagement in Superior Customer Experience Build a Sustainable Strategy for Customer Experience Management.

Article 48

Article Customer Experience 2009 White Paper 48

Beyond Philosophy

DECEMBER 5, 2017

In part because of today’s greater emphasis on the emotional components of customer experience and customer value delivery, and how this must be an enterprise cultural priority, employees have become center stage in optimizing customer behavior.

Engagement 68

Engagement White Paper Definition Consulting 68

Beyond Philosophy

SEPTEMBER 13, 2016

While multi-media, mega-budget programs were extolling wonderful products and services (and social values) offered by corporations, product quality and service performance for customers, and evidence of a customer-centric culture for employees, was often in decline in the real world.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

Beyond Philosophy

NOVEMBER 28, 2016

From my perspective, at least, experiences that drive customers’ emotional brand trust and bonding can be both shaped and sustained. That’s largely a function of organizational culture, customer-focused processes – – and the direct and indirect contribution of employees through ambassadorship behavior.

Engagement 145

Engagement White Paper 2015 Consulting 145