Category Archives: Customer Service and Your Brand

Customer Lifetime Value As A Marketing Organizing Principle

CMO EXCLUSIVES | February 18, 2013 by John Parker Adjunct Professor Northwestern’s Kellogg School of Management A friend of mine took a new position as a financial-services CMO a few years back, and quickly was able to add value by shifting resources to more productive uses. In an early update with his CEO,...

Did Poor Customer Experience Ultimately Cost JC Penney’s CEO His Job?

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CMO EXCLUSIVES | April 09, 2013 by Michael Hinshaw , Managing Director MCorp Consulting Last week, SEC filings revealed that Ron Johnson, now former chief executive officer of JC Penney, saw his 2012 compensation fall 97 percent—from $53.3 million in 2011 to $1.89 million last year. This set off another mediafrenzy focused on the struggling retailer’s...

Must You Have ‘Executive Support’ To Begin Customer Experience Improvements?

Posted in Business Articles, Customer Service and Your Brand by Bob on March 4, 2013

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CMO EXCLUSIVES | February 26, 2013 by Michael Hinshaw Managing Director MCorp Consulting I was reading a LinkedIn discussion started by a medical products company officer looking for advice on starting customer experience improvement. She kicked things off with the following request: “Ready to implement a customer experience movement. I would appreciate any advice/direction...

Customer Service is part of your Brands Core Values…It matters

Posted in Customer Service and Your Brand by Bob on February 22, 2013

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Yes, Customer Experience Matters In B2B (A Lot) CMO EXCLUSIVES | February 19, 2013, by Michael Hinshaw , Managing Director , MCorp Consulting Last week, I came across Bridget Fletcher’s CMO.com article “B2B Is the New B2C.” Fletcher noted the parallels she saw in B2C and B2B when it comes to changing customer expectations–and suggested that...

What is your customers lifetime value to your brand???

Posted in Customer Service and Your Brand, Marketing Articles by Bob on February 22, 2013

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CMO EXCLUSIVES | February 18, 2013 A friend of mine took a new position as a financial-services CMO a few years back, and quickly was able to add value by shifting resources to more productive uses. ARTICLE HIGHLIGHTS: Many areas within financial services are not marketing-oriented, for several reasons. CLTV is a...

The interpersonal skills of employees ultimately make or break the customer experience.

Posted in Customer Service and Your Brand by Bob on January 30, 2013

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Customer Defection Market leaders have recalibrated customer expectations about the character of one-to-one interactions with employees. How likely are customers to punish a company for failing to meet those expectations? • Fifty percent of all U.S. respondents were “somewhat” to “very” likely to defect to a competitor after a single bad experience with a brand....