Guest Post: A Different Perspective on Customer Experience

This is the first of what will be many different perspectives on Customer Experience. Today we have a post by a very accomplished brand expert.  He is currently leading his own firm (Brandfields) where he works with leading clients creating brands that connect people and companies.  Prior he was the Creative Director for re-branding UPS …

Master Interviews 3 – Bob Warfield on the World of SCRM

Master Interviews: 1 - Frank Eliason (@comcastcares) talks about justifying SCRM Master Interviews: 2 - Marshall Lager (@Lager) talks about the Future of SCRMContinuing with the series of Master Interviews, I want to bring you the perspectives of Helpstream's CEO Bob Warfield.  You probably have read his very eloquent and poignant posts, or seen him …

The Loyalty Open Definition Experiment: Lessons Learned

I have made adjustments to the way I think about Loyalty. I want to thank everyone for participating, reading, commenting, and for providing very thoughtful point-of-views that I had not considered before.  I went through all the comments and summarized them into six lessons learned: The choice of loyalty remains with the customer - We …

Master Interviews: 2 – Marshall Lager on the Future of SCRM

Master Interviews: 1 - Frank Eliason (@comcastcares) talks about justifying SCRMContinuing on the series of Master Interviews I conducted the past few weeks, I am now very pleased to introduce one with Marshall Lager.  If you don't know Marshall, he wrote for Destination CRM for what seems like forever, and has recently opened his own …