Too Focused: When Data and Tools Paralyze Sales
SportClips is a franchise that aims caters to men; it has a tagline that reads, “The ultimate haircut experience.” Its shops have a sports-themed layout with enough flat screen televisions to rival any sports bar. Over the last ten months,... Read More
The Complicated Problem of Social CRM
The morning Twitter launched its IPO, I whipped out my iPhone to place a trade using the USAA app and to my dismay could not get it to work. I’m not sure what happened, but I did what many customers... Read More
Words: Goldman has Clients; Wells Fargo has Customers
Somewhere between my junior and senior year of college, money grew real tight and I needed to pick up a full-time job to finish my degree. I started working full-time, while carrying a full course load, in a secure juvenile... Read More
Livefyre: How Customer Service Trumps PR
by Frank Strong It’s not every day a company provides amazing service. When a company does provide good service — it usually blows our mind because we are so accustom to lousy service: Endless automated phone mazes that feel like... Read More
