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
