Beyond Philosophy

JANUARY 16, 2018

CMC Thought Leadership Principal, Beyond Philosophy. These included getting C-level executive, customer-facing employee, and middle manager buy-in. In 2006, when it was sold to Bank of America, MBNA was an enterprise of 25,000 employees, the U.S.’ Michael Lowenstein, Ph.D., My paradigm example is, or was, MBNA America.

Culture 83

Culture Company Customer Centricity Travel 83

Lithium

DECEMBER 7, 2018

Taking a job with Lithium in late 2006 made perfect sense as it allowed me an exciting opportunity to passionately coach both Community Managers and business stakeholders on how to use Community as a business solution. launched a legitimate Lithium community instance early in 2006.

Gamification 40

Gamification B2B Guidelines Government 40

Lithium

DECEMBER 7, 2018

Taking a job with Lithium in late 2006 made perfect sense as it allowed me an exciting opportunity to passionately coach both Community Managers and business stakeholders on how to use Community as a business solution. launched a legitimate Lithium community instance early in 2006.

Gamification 40

Gamification B2B Guidelines Government 40

Lithium

DECEMBER 7, 2018

Taking a job with Lithium in late 2006 made perfect sense as it allowed me an exciting opportunity to passionately coach both Community Managers and business stakeholders on how to use Community as a business solution. launched a legitimate Lithium community instance early in 2006.

Gamification 40

Gamification B2B Guidelines Government 40

Lithium

DECEMBER 7, 2018

Taking a job with Lithium in late 2006 made perfect sense as it allowed me an exciting opportunity to passionately coach both Community Managers and business stakeholders on how to use Community as a business solution. launched a legitimate Lithium community instance early in 2006.

Gamification 40

Gamification B2B Guidelines Government 40

Lithium

DECEMBER 7, 2018

Taking a job with Lithium in late 2006 made perfect sense as it allowed me an exciting opportunity to passionately coach both Community Managers and business stakeholders on how to use Community as a business solution. launched a legitimate Lithium community instance early in 2006.

Gamification 40

Gamification B2B Guidelines Government 40

Lithium

DECEMBER 7, 2018

Taking a job with Lithium in late 2006 made perfect sense as it allowed me an exciting opportunity to passionately coach both Community Managers and business stakeholders on how to use Community as a business solution. launched a legitimate Lithium community instance early in 2006.

Gamification 40

Gamification B2B Guidelines Government 40

Lithium

DECEMBER 7, 2018

Taking a job with Lithium in late 2006 made perfect sense as it allowed me an exciting opportunity to passionately coach both Community Managers and business stakeholders on how to use Community as a business solution. launched a legitimate Lithium community instance early in 2006.

Gamification 40

Gamification B2B Guidelines Government 40

Hero Digital

APRIL 8, 2020

How can brands respond to them? We predict that the need for brands to deliver more intimacy will continue after the threat of COVID-19 recedes. By 2006, Taobao had a larger share of China’s online auction market than eBay, and the American company decided to pull out of the country completely. New habits? And Alibaba was ready.

Banking 104

Banking B2C Healthcare Study 104

Beyond Philosophy

JULY 12, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability.

Employee Engagement 60

Employee Engagement Connections Engagement Loyalty 60

Beyond Philosophy

DECEMBER 20, 2017

CMC Thought Leadership Principal, Beyond Philosophy. The film is full of bad management-staff relationship and motivation examples, and management’s myopic need for process execution for its own sake, not the enrichment or benefit of employees, and irrespective of the impact that they will, or won’t, have on customers.

Omni-Channel 68

Omni-Channel Employee Engagement Effort Score Consulting 68

BirdEye

OCTOBER 31, 2023

Choosing the best reputation management company for your business can boost your online reputation, amplify positive feedback, and effectively handle any negative remarks. Here’s a guide on choosing the right reputation management company for your business in 2023, featuring a list of the top 7 reputation management companies.

Company 101

Company Management Social Media How To 101

Natalie Petouhof

MARCH 6, 2017

This is enticing because leaders want to know what they need to “do” to create and/or transform their culture and leadership to build a network of like-minded leaders and human capital that will attract customers for life and employees that are brand advocates. 1-selling Greek yogurt brand in the U.S.

Culture 40

Culture Company Competitive Advantage Conference 40

Natalie Petouhof

JULY 26, 2016

Brands must recognize that customers’ hardwiring of the brain’s and their neurological desire for flow and easy of use as part of the cost of doing business. With the word-of-mouth social networks provide, brands need to heed the seriousness of differentiating their brand’s customer experience or be left in the dust.

Handbook 40

Handbook Customer Experience Resources Customers 40

Service Untitled

AUGUST 26, 2010

Five years ago, I joined the service center as General Manager here. We have a global network, and one of the neat things about the organization is that for the first time in the history of the company, it is managed globally. We have a large co-brand servicing team here as well as in Greensboro and a smaller one in Phoenix.

Customer Care 42

Customer Care Call Center Customer Satisfaction Training 42

Service Untitled

OCTOBER 7, 2010

We really look as being among the leading service provider in any industry and aspire to be the world’s most respected service brand. I will walk around certain times of the week with a headset and with the leadership team. We’re not looking only at our competitors in the credit card industry.

Social Media 44

Social Media Customer Care Call Center Competitive Advantage 44

Michel Falcon Experience

APRIL 13, 2023

So there’s proof there, whether it’s through companies that you’ve associated yourself with Zappos, Starbucks or whichever brand. And I think that kind of permeates their whole brand today. Michel Falcon: How would you have described the company culture at 1-800-GOT-JUNK when you were part of the leadership team?

Culture 60

Culture Company ROI Leadership 60

Horizon CX

DECEMBER 27, 2019

His research was then fully published in 2006 in a milestone book titled The Ultimate Question and revised and expanded even further in his follow-up publication in 2011 titled The Ultimate Question 2.0. Based on your experience, how likely is it that you would recommend our (product, brand or service) to a friend or colleague?

Net Promoter Score 130

Net Promoter Score NPS B2B Metrics 130

Michel Falcon Experience

APRIL 11, 2019

Which, if none of you are familiar with the brand 1-800-GOT-JUNK, I think they’re very successful. Jason: Multiple brands, and Brian is just crushing it. Michel Falcon: Working for such a great brand. I remember speaking to my manager. I’m not academic.

Culture 60

Culture Leadership Hospitality Meeting 60

Currency Alliance

SEPTEMBER 17, 2019

In this new content series, we show what a world-beating loyalty program would look like in four different sectors, and discuss the brands currently showing the potential to build that ‘world-beating’ program. Competition and opportunities have proliferated beyond travel brands’ core markets. Obviously, this graphic is not exhaustive.

Loyalty Programs 40

Loyalty Programs Travel Loyalty Airlines 40

C Space

FEBRUARY 12, 2020

you think about your brand strategy in a world that no longer has sustainable competitive advantage to rely on? Let’s take an example: When YouTube emerged as an innovation, was Gillette’s CMO worrying about whether it threatened the investments made in brand equity and management? What’s an incumbent brand to do?

Strategy 52

Strategy Net Promoter Score Customer Centricity Travel 52

Wired and Dangerous

MAY 5, 2021

This way, the brand owner of the mark can stop the erosion of the goodwill associated with the mark if a licensee fails to meet the standards of quality that consumers have come to expect in relation to the original provider of the goods or services associated with the mark link. Under Trump’s leadership, the U.S.

Government 70

Government Insurance Transportation Banking 70