Ten Ways to Keep Customers Close In a turbulent economy, it is just as important, perhaps more so, to keep current customers close, as it is to fill the pipeline with new customers. The loss of a current customer translates into an immediate reduction of current and future revenue, and the need to invest in acquiring a replacement customer of equal or greater value. Better to … [Read more...] about Ten Ways to Keep Customers Close
Marketing
August – Management by Design Tip of the Month: Design for Collaboration
I have been thinking a lot about collaboration lately. Writing whitepapers, facilitating scenario planning sessions and running workshops. We still have a lot to learn about working collaboratively. Working together just happens most of the time. We don't think about designing how we work, we just make the assumption that people know how to work together. That usually leads to … [Read more...] about August – Management by Design Tip of the Month: Design for Collaboration
Social Media in Higher Education
Executive Summary Social media in higher education is a technology in transition. Learners and educators both find social media an appealing way to supplement formal learning, but the evidence for its effectiveness in formal courses remains inconclusive. Surprisingly, it is educators, not learners, who are leading the charge to experiment with social media. Educators, nearly … [Read more...] about Social Media in Higher Education
For Good Customer Service Use All Channels, Speak with One Voice
For Good Customer Service Use All Channels, Speak with One Voice This weekend I experienced intermittent outages from my Comcast Internet Service (now Xfinity). In a moment of IP lucidity, I was able to connect to the Comcast website and login. I was promptly informed that the Internet, phones an television were all experiencing issues in my area. They knew of the problem and … [Read more...] about For Good Customer Service Use All Channels, Speak with One Voice
The Meaning of the Facebook and Instagram Acquisition
One of my students recently asked me what I thought of Facebook's acquisition of Instagram. Frankly, after reading the headlines, I thought it was overpriced and made me worry about the impending technology investment bubble. Instagram is only worth $1 Billion in cash to a company that first, has the money to spend, and second, is trying to retain market leadership by buying … [Read more...] about The Meaning of the Facebook and Instagram Acquisition
