Research Matches

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1.	The danger of prejudging customers: the millionaire in muddy overalls Phil Dourado writes: Whenever you see a customer walking towards you, you are ‘segmenting’ – categorising them in your head based on their appearance... Author::Phil Dourado Section(s): Fast Guides Added: Dec 2007
2.	Customer innovation: a short case study One of the richest sources of innovation is people at the sharp end of your organization – where your organization meets its market, touches its customers... Author::Phil Dourado Section(s): Fast Guides Added: Dec 2007
3.	MOTIVATION VERSUS MORALE We focus too much on motivating the frontline, and not enough on improving morale among customer-facing employees... Author::Jeanne Bliss Section(s): Fast Guides Added: Dec 2007
4.	DISNEY'S CREATIVITY STRATEGY This technique – Disney’s Creativity Strategy - was not actually identified within the Disney organization, but was developed from outside by Robert Dilts, a pioneer in Neuro Linguistic Programming, who says he developed it by looking at the way Walt Disney was so successful at turning fantasies into reality... Author::Phil Dourado Section(s): Fast Guides Added: Dec 2007
5.	EIGHT ESSENTIAL ELEMENTS OF A B2C CUSTOMER EXPERIENCE The importance of the customer experience was a central theme for both NACCM 2007 and ECMW 2007, and will be again in 2008... Author::Phil Dourado Section(s): Fast Guides Added: Dec 2007
6.	SEVEN ESSENTIAL ELEMENTS OF A B2B CUSTOMER EXPERIENCE These were the seven key factors, in priority order, that B2B customers highlighted as the key to receiving a great customer experience... Author::Phil Dourado Section(s): Fast Guides Added: Dec 2007
7.	ECMW FAST GUIDE Shaun Smith, Customer Experience expert, gives us a Fast Guide on: ‘What does your customer experience smell like’? Shaun Smith will be helping event attendees define our customer experience strategy and put that into practice at ECMW 2008 in London in May... Author::Shaun Smith Section(s): Fast Guides Added: Nov 2007
8.	How Amazon, Xerox and Jaguar feel their customers’ pain Sir Nick Scheele, till recently President and COO of Ford Motor Company, explains why leaders need to listen directly to the voice of the customer, without intermediaries: “When I was in charge of Jaguar, I used to use the trip home to listen to tapes we had made of customers calling in with complaints... Author::Phil Dourado Section(s): Fast Guides Added: Nov 2007
9.	9 Delusions of Management Books In his book The Halo Effect, Phil Rosenweig lays out 9 specific delusions and shows how they distort the advice you find in management books... Author::Phil Dourado Section(s): Fast Guides Added: Nov 2007
10.	How Umpqua Bank created a culture of greatness Part 2 Ray Davis, CEO of Umpqua Bank, explains how to achieve a culture of customer-focussed greatness... Author::Ray Davis Section(s): Fast Guides Added: Oct 2007

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