Archive for 'Case Examples' Category

Hippos Kill Insight

By Steve Bernstein - Last updated: Wednesday, October 27, 2010

Joey Fitts, Author of books on Performance Management, spoke at NACCM today.  A quote stood out: Are you using information for evidence-based decision making, or for decision-based evidence making? How your company uses information, particularly voice-of-the-customer insights, can ultimately determine your rate of growth. Hippos are not only the #2 largest source of humans killed […]

Interview from the Top

By Steve Bernstein - Last updated: Wednesday, October 27, 2010

Jay Steinfeld, CEO, Blinds.Com It’s hard to do one thing 100% better than everyone, but you can do 100 things 1% better.  It all adds up. Blinds.Com is the largest provider of window treatments on-line, and has revenue per employee equal to Amazon and Facebook.  Their mission is to create an experience that makes purchasing […]

CCO Council Shares Best Practices

By Steve Bernstein - Last updated: Wednesday, October 27, 2010

Curtis Bingham founded the CCOCouncil to facilitate sharing of best practices, and Curtis presented some information from CCOs.  Of note is that fact that CCO’s are increasingly using business metrics – such as reduction in churn, increases in sales, increase in profits, and revenue stability – to drive customer experience.  Check out ccocouncil.org to listen […]

Disney’s Chain of Excellence

By Steve Bernstein - Last updated: Tuesday, October 26, 2010

Closing out today at NACCM was an engaging and motivating presentation by Mike Reardon of the Disney Institute.  While I’ve captured the contents here, I doubt I can capture the inspiration. Mike started out describing Disney’s Chain of Excellence:  Leadership Excellence leads to Cast (Employee) Excellence which leads to Guest Satisfaction which leads to Financial […]

Growing a Branded Community to Increase Engagement and Advocacy

By Steve Bernstein - Last updated: Tuesday, October 26, 2010

Growing a Branded Community to Increase Engagement and Advocacy Pesented by Rebecca (Becky) Carroll, Community Program Manager, Verizon, NACCM 2010 Moving from as tech support oriented community with forums into a more engaging business community required Verizon to realize that social media isn’t a campaign; it is a strategy to build relationships.  Viral activities are […]

Improving Worldwide Customer-Centric Culture & Accountability

By Steve Bernstein - Last updated: Tuesday, October 26, 2010

Improving Worldwide Customer-Centric Culture & Accountability Presented by Ines Vargas, LATAM Customer & Partner Experience Lead, Microsoft Corporation, NACCM 2010 95% of Microsoft’s business comes through more than 640,000 partners.  And with 88,000 employees worldwide, Microsoft has created a very challenging environment to manage. They maintain a simple execution model based on 3 pillars: Listening […]

Westfield Creates a Culture of WOW through Employee Engagement

By Steve Bernstein - Last updated: Tuesday, October 26, 2010

Westfield Creates a Culture of WOW through Employee Engagement Presented by Andre Harris, Westfield’s VP Brand and Employee Communications, NACCM 2010 Connect with employees to create the customer experience. Westfield isn’t just a landlord or owner of shopping malls:  they manage all aspects of the shopping experience for the properties they own, and want to […]

Connecting With Customers and Measuring Results

By Steve Bernstein - Last updated: Tuesday, October 26, 2010

Connecting With Customers and Measuring Results Presented by Tom Zimmerman, GE Healthcare, NACCM 2010 “Customer Experience” starts with Marketing, not after Sales. For GE Healthcare, excellent service means that customers are more likely to buy another $1M piece of equipment.  Service and Customer Experience has to start with the Marketing and Sales process. Marketers often […]

It’s Not About Smiling More: Creating a Measureable Customer Experience Culture at Thomson Reuters

By Steve Bernstein - Last updated: Tuesday, October 26, 2010

It’s Not About Smiling More:  Creating a Measureable Customer Experience Culture at Thomson Reuters Presented by Barbara Graovac, VP and GM of Thomson Reuters Employer Market, NACCM 2010 Use right-brain techniques to strengthen relationships with customers. It’s not enough to be better than your competitors:  Expectations are set by experiences all around us.  So in […]

Keeping it Real with Customers: Nationwide on your Side

By Steve Bernstein - Last updated: Tuesday, October 26, 2010

Keeping it Real with Customers:  Nationwide on your Side Presented by Jasmine Green, Chief Customer Advocate, Office of Customer Advocacy, at NACCM 2010 Empower the front-line with empathy. Initially born out of the CEO being tired of getting customer complaints, Nationwide started their journey by creating a single place to resolve customer issues.  They were […]