All posts by dick_lee

Title Type Datesort icon Views Comments Categories
Can Stressed Workers Put Customers First? Blog 2012-01-23 819 3 Customer Experience, Employee Engagement
Let’s be Charitable Toward Companies Trying to Be Customer-Centric Blog 2012-01-03 351 0 Customer Process
Exposing a Common Customer-centricity Misperception Blog 2011-12-05 350 0 Customer Experience, Employee Engagement
More Companies Are Deigning Customer-Centric Business Strategies, But Then What…? Blog 2011-10-24 774 0 Leadership, Customer Process
Have consumers finally reached a breaking point? Blog 2011-10-18 658 0 Customer Experience, Financial Services
Is There Any Customer Worse Off than the Software Customer? Blog 2011-09-12 585 0 Customer Experience
Are Service & Production Quality Two Sides of the Same Coin? (be careful how you answer) Blog 2011-07-19 680 0 Customer Process
Do Software Company Sales Methods Predict Post-Sale Service Levels? Blog 2011-07-07 790 0 Customer Process
It Took Five Techs Four Hours to Network Two Computers: Why does Microsoft allow this to happen, and are they paying a price for it? Blog 2011-06-27 832 0 Service and Support, Customer Experience, Customer Process
Can Traditionally Structured Airlines Become Customer-Centric, or Do They Have to “Break the Model First?” Blog 2011-06-06 978 0 Customer Process
Customer-centricity is irrevocably changing IT. What other disciplines are being reshaped? Blog 2011-05-31 928 0 Enterprise Technology, Customer Process
Can Sales Turn the Corner and Meet Customer Expectations? Quite a Change Management Challenge Blog 2011-05-07 1,229 0 Sales Performance, Customer Process, Employee Engagement
The 10 Most Disreputable Companies in the U.S.? (and how about globally?) Blog 2011-05-03 1,189 0 Customer Process
Aren’t We Just Kicking the Customer Can Down the Road? Blog 2011-04-20 837 0 Customer Process
Should customer-centric strategy development be a separate function within an organization or shared knowledge? Blog 2011-04-11 1,018 0 Leadership, Customer Strategy, Employee Engagement
Does the phrase “You can’t boil the ocean” pertain to customer-centric process? Blog 2011-03-14 957 0 Customer Process
Between Customer-Centric Business Process & Change Management, Which is the Cart & Which is the Horse? Blog 2011-03-07 1,388 0 Customer Process, Employee Engagement
While Marketing’s Becoming More Left-Brained, Is Process Becoming More Right-Brained? Blog 2011-03-02 1,116 0 Customer Process
Reverse Engineering the Organization, Starting from Customer Process Blog 2011-02-22 641 0 Customer Experience, Customer Process
Breaking the Mold: What might happen if customers elected CEOs? Blog 2011-02-09 733 0 Customer Process, Customer Strategy
Is the Process Industry Pigeonholing Itself Out of Existence – or are We Taking a Scope Leap Outside of Process? Blog 2011-01-24 1,087 0 Customer Process
Does becoming customer-centric mitigate resistance to change? Blog 2011-01-16 953 1 Customer Process, Employee Engagement
Can Customer-Centricity Cure Runaway Healthcare Costs? Article 2011-01-10 4,859 0 Customer Process, Healthcare Services
Business Software: Lots of upgrades, little improvement, even less service Blog 2011-01-02 1,164 0 Customer Experience
How would you change an organization from internally-focused to customer-focused? Blog 2010-11-21 1,622 0 Leadership, Customer Process
Does redesigning process to cut waste produce similar outcomes to redesigning process to improve customer experience? Blog 2010-11-03 997 0 Customer Process
Which contributes more to improving customer experience: Process that changes company behavior? Or promotion that changes custo Blog 2010-10-05 1,326 0 Customer Experience, Customer Process
Is Customer-Driven Process Cyclical―or a Lasting Change? Blog 2010-09-15 1,199 1 Customer Process
Customer-Centric Process Design is Clashing with Organizational Design: Which is more likely to “give?” Blog 2010-09-06 1,262 0 Customer Process
Is Putting Customers First Disruptive Change? Blog 2010-08-30 1,167 0 Customer Experience, Customer Process
Do we pay enough attention to emergency processes involving customers? Blog 2010-08-23 1,055 0 Customer Process
What’s the consequence for marketing, sales & service of poor business/IT communication? Blog 2010-08-08 1,115 0 Customer Process
Should we strike a balance between giving customers what they want and giving them what they’ll come to value? Blog 2010-07-27 1,975 7 Customer Process
Why Can’t Business Streamline Front & Back Office Operations? Blog 2010-07-21 1,360 1 Customer Process
What’s the “Secret Sauce” that Lets Only Some Companies Go Outside-In & Put Customers First? Blog 2010-07-14 1,191 1 Customer Process
Why Would Wells Fargo Betray Its HSA Customers? Blog 2010-07-09 2,879 1 Voice of Customer
How Do 60 Minute Wait Times & 10% Unemployment Relate? Blog 2010-07-06 2,807 4 Service and Support
The Lunacy of Cost-Cutting by Cutting Costs Blog 2010-07-05 1,124 0 Leadership, Service and Support
A Threat to Outside-In (Customer-Centricity): Left intact, inside-out organizational design can undo it all Blog 2010-06-15 1,309 4 Customer Process
When Jules Verne Wrote “20,000 Leagues Under the Sea,” Did He invent the Submarine? (and we really are talking about Outside-In Blog 2010-06-06 2,490 6 Social Business, Customer Process
Are Outside-In Practitioners Becoming Overconfident of Their Future? Blog 2010-06-01 1,305 1 Customer Process
Eight Reasons You Should Never, Never, Never Buy Anything From HP Blog 2010-05-27 995 0 Customer Experience, Voice of Customer
Can You Lump Customer-Centric, Outside-In Process Together with BPM? Blog 2010-05-24 1,064 0 Leadership, Customer Process
Redesigning Customer Process Requires Cross-Functional Teams... Including HR Article 2010-05-22 7,329 2 Customer Process
What Happens When New Thinking Threatens the Value of Your Marketing or Process Skill Sets? Blog 2010-05-17 799 0 Customer Experience
In Office/Service Process, Can You Focus on One Customer-Related Activity or Function at a Time? Blog 2010-05-10 953 0 Customer Process
Can We Measure the Outcomes of Improving Customer-Facing Process? Blog 2010-05-03 2,056 0 Customer Process, Performance Metrics
Pragmatically speaking, which plays the dominant role: customer culture influencing work or work influencing customer culture? Blog 2010-04-20 1,663 0 Customer Process, Employee Engagement
Can companies change what they deliver customers without changing process…and without changing organizationally? Blog 2010-04-12 1,258 0 Customer Process
Ringy, dingy, dingy – no one’s home at the phone company Blog 2010-04-05 1,799 0 Service and Support, Telecommunications
Is Marketing in Transition, in Denial, or In Between? Blog 2010-04-05 1,229 1 Leadership
Why do only 2% of companies understand that migrating from Inside-Out to Outside-In requires major organizational change? Blog 2010-03-29 1,385 0 Leadership, Customer Process, Employee Engagement
Where’s the dividing line between process and marketing? Blog 2010-03-21 1,192 0 Leadership, Customer Experience, Customer Process
Whose Customers Complain the Most? The Better Business Bureau dishes on the worst offenders. Blog 2010-03-14 3,173 1 Service and Support
Hyper-Planning White Paper V. 3.0 White Paper 2010-03-10 9,036 0
All Marketers Claim to be Customer-Centric: But How Many Really Are? Blog 2010-03-01 2,022 0 Leadership
Why is customer-centric strategic planning so atrocious? Blog 2010-02-21 2,509 2 Leadership
A Five-Minute “Must Read” Piece Concerning Customer-Centricity – from Harvard Business School Blog 2010-02-18 2,750 0 Leadership
How High Up the Management Ladder Can Customer-Centric Process Exert Influence? Blog 2010-02-14 2,232 6 Leadership, Customer Process
The Emperor Toyota Has No Clothes (no more fig leaf of customer-centricity) Blog 2010-02-07 1,749 1 Leadership
Are We Gulping Social Media Kool-Aid? Article 2010-01-31 8,549 3 Leadership, Social Business, Customer Experience, Customer Process
Which affects customer experience more: marketing; direct sales and service contact; or process quality? Blog 2010-01-31 6,689 16 Leadership, Customer Experience
Who’s Watching Over Customer Experience? Blog 2010-01-24 2,026 4 Customer Experience
Should Senior Customer Strategists be Cross-trained? Blog 2010-01-20 1,342 0 Employee Engagement
Is Best Buy Heading Back to the Rat Hole? (appears lack of competition’s turning BB back to its former self) Blog 2010-01-14 1,505 0 Service and Support, Retail Sales
Four Reasons the Majority Of Customer Experience Management Initiatives Fail Blog 2010-01-06 2,655 2 Customer Experience
If your customer relationship model needed repair, would you hire a generalist or a specialist? Blog 2010-01-03 1,381 0 Customer Process, Employee Engagement
How Can You Negotiate the Politics of Aligning Your Company with Customers? Blog 2009-12-13 1,623 2 Leadership
Is Social Media Responsible for Declining Customer Service Satisfaction? Blog 2009-12-08 2,017 0 Service and Support, Social Business, Customer Loyalty
Marketing at the Crossroads: the Profession Struggles for Relevance Blog 2009-11-30 1,693 0 Leadership, Digital Marketing, Customer Experience, Customer Loyalty, Chief Customer Officer
Outside-In is a Customer-centric Sandwich: Ready for a Bite? Blog 2009-11-22 1,551 0 Customer Process, Chief Customer Officer
For Business, Social Networking is 90% Bovine Waste Matter Blog 2009-11-20 2,299 2 Leadership, Digital Marketing, Chief Customer Officer
Can only “Born Again” Convert Companies Reach Customer-Centricity? Blog 2009-11-16 1,618 0 Leadership, Sales Performance, Digital Marketing, Customer Experience, Voice of Customer, Chief Customer Officer
You Can Unclench Your Fists -- The Big Banks Aren’t Bulletproof Blog 2009-11-01 1,222 0 Financial Services
“Because That’s Our Policy” - Does Your Company Ever Say That? Blog 2009-10-23 1,632 1 Service and Support, Chief Customer Officer
"They (consumers) are staging a debtors' revolt" - Suze Orman Blog 2009-10-19 1,603 0 Leadership, Customer Experience, Voice of Customer, Customer Strategy, Financial Services, Chief Customer Officer
Clearing the Last Major Hurdle on the Path to Customer-Centricity? Blog 2009-10-18 1,630 0 Leadership, Sales Performance, Service and Support, Customer Experience, Enterprise Technology, Customer Process, Chief Customer Officer, Chief Information Officer
Can Companies Charge for Tech Support When They Can't Fix Their Hardware's Problems? Blog 2009-10-15 1,328 0 Service and Support, Customer Experience, Chief Customer Officer
Off-Shoring Customer Service Results from Inside-Out Process Design Blog 2009-10-11 1,533 1 Leadership, Service and Support, Contact Center, Customer Experience, Chief Customer Officer
“On-Shoring” Customer Service―On the Cusp of Becoming a Competitive Differentiator? Blog 2009-10-11 1,855 2 Service and Support, Customer Experience, Voice of Customer, Chief Customer Officer
Have Consumers Fired Another “Shot Heard ‘Round the World?” Blog 2009-10-05 1,315 2 Digital Marketing, Customer Experience, Voice of Customer, Chief Customer Officer
The Outside-In Imperative Blog 2009-09-27 1,611 0 Leadership, Service and Support, Digital Marketing, Customer Experience, Customer Process, Chief Customer Officer
Could Circumstances Force At Least One Mega-Bank to Go Outside-In? Blog 2009-09-27 1,419 1 Large Enterprise, Leadership, Service and Support, Digital Marketing, Customer Experience, Voice of Customer, Customer Process, Customer Strategy, Financial Services, Chief Customer Officer
Are We Ready for a Quantum Leap in Collaborative Capabilities? Blog 2009-09-20 1,750 1 Enterprise Technology
In the Customer Experience Hall of Shame, HP Rises to the Bottom Blog 2009-09-17 1,255 3 Service and Support, Computers / Technology, Customer Loyalty, Chief Customer Officer
Guess Who’s Putting the “Wow” in Customer Service? Blog 2009-09-10 2,191 0 Leadership, Service and Support, Customer Process
Should we take CMOs and CSOs, tie them up back to back (their normal relationship) and plop them down on a hill of fire ants? Blog 2009-09-08 1,596 0 Leadership, Sales Performance, Digital Marketing, Customer Process, Chief Customer Officer, Employee Engagement
Outside-In Process: The New Path to Customer-Centricity Article 2009-09-03 8,618 13 Leadership, Customer Experience, Customer Process, Chief Customer Officer, Innovation
Why Can't Most Companies Identify Breakthrough Customer Strategies? Blog 2009-08-31 946 0 Leadership, Digital Marketing, Customer Experience, Customer Process, Chief Customer Officer
Two Minute Test: How Far Are You Along the Continuum From Inside-Out Process (Company-centric) to Outside-In (Customer-centric) Blog 2009-08-26 1,230 1 Leadership, Sales Performance, Service and Support, Digital Marketing, Chief Customer Officer
Understanding Outside-In Process Blog 2009-08-20 2,810 0 Customer Process, Chief Customer Officer
High-Yield Methods Affiliates with London-based BP Group News 2009-08-16 1,124 0 Sales Performance, Service and Support, Digital Marketing, Customer Process, Performance Metrics, Chief Customer Officer, Customer Information Architecture, Employee Engagement
If you could no longer say “CRM,” what term would you use instead? Blog 2009-08-16 1,068 1 Sales Performance, Service and Support, Digital Marketing, Customer Experience, Technology Implementation
Are Big Banks Inside-Out, Upside-Down, or Both? (and will anything change as a result?) Blog 2009-08-09 1,092 0 Leadership, Voice of Customer, Customer Process, Customer Strategy, Financial Services, Chief Customer Officer
Wells Fargo Takes Another Face Plant (or three) Blog 2009-08-04 1,245 5 Leadership, Customer Experience, Financial Services, Chief Customer Officer
Is It Time to Bring CRM Process Up to Snuff? Blog 2009-07-27 1,616 0 Leadership, Voice of Customer, Customer Process, Chief Customer Officer, Employee Engagement
Bank Brand Poisoning? Blog 2009-07-15 1,285 0 Leadership, Digital Marketing, Customer Experience, Chief Customer Officer
Customer-Centric Process vs. CRM: Has the Battle Begun? Blog 2009-07-14 3,285 14 Leadership, Customer Experience, Customer Process, Chief Customer Officer, Employee Engagement
Ready for the Rebound? A Critical Six Point Check-Up Article 2009-07-09 5,969 2 Leadership, Sales Performance, Service and Support, Digital Marketing, Performance Management, Customer Strategy, Chief Customer Officer
Are You Prepared for 3-Dimensional, Customer-Centric Process? Blog 2009-07-07 1,363 4 Leadership, Customer Process, Chief Customer Officer, Employee Engagement

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