Ethan Bach

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Customer Experience

How to Explain Social Selling to Your Grandparents

How do you explain social selling to anyone, even your grandparents? Social selling is using social networks to do research on your buyer, and on the …

Selling

What Top Sales Teams Have in Common, in 5 Charts

What separates high-performing sales organizations from average and underperforming sales organizations? In order to answer this question, I recently conducted an extensive 42-part survey with 786 sales professionals. Participants were asked to share their opinions on their sales organization and …

Human Resources

If a 173-year-old public company can digitally transform, what's your excuse? - Chief Marketing Technologist

“Digital transformation” is a phrase that we hear a lot of these days. But it’s not something that you can simply buy with a stack of marketing …

What will happen with marketing technology in 2015?

Welcome to prediction season, again! It doesn’t take a crystal ball to know you’re going to be inundated over the next 30 days with people …

Customer Experience Consultant Makes Shocking Claim: 'There's No Such Thing As Customers'

It’s time to stop thinking of the people who patronize your business as “customers.”<p>(Don’t worry: I’m not going to ask you to start calling them “guests.” Walmart could start calling me a “guest” and it wouldn’t change a thing. When you graft Disney language out of context it only makes you look, …

Driving a Customer Experience Culture Change – Interview with Ingrid Lindberg, Chief Customer Experience Officer, Prime Therapeutics

Overview<p>Prime Therapeutics (Prime) manages pharmacy benefits for health plans, employers, and government programs including Medicare and Medicaid. …

Customer Experience

IBM launches customer experience consulting service

ORLANDO – Organizations are increasingly seeking to decode the effects of life-changing events such as a new job, marriage, the birth of a child, or …

SDL looks to battle Oracle, Salesforce.com in 'customer experience'

Customer experience has emerged as one of the enterprise software industry's hotter segments of late, as companies try to run marketing, sales and …

14 Must-Read Stats that Emphasize the 2014 Customer Experience Imperative

<b>Customer experience:</b> it’s been a big buzzword for years now, but mostly just that – something talked about, watched and waited upon, but never acted …

Customer experience truth: 80% right better than 3 months late

There’s a truth in customer experience management brought about by rapidly changing technology—marketers are better off 80% right today than 100% …

Why Customer Experience Management and Why Right Now?

By Jeanne Roué Taylor<p>You run a successful business, your customers are primarily repeat offenders, and your marketing department is giving you …

Marketers must ‘take responsibility’ for customer experience or risk being overtaken by IT departments, says Thomas Cook marketing chief

Marketers must embrace technology and ‘take responsibilty’ for the customer experience or face becoming “redundant” and letting IT departments …

Delivering a sweeter customer experience

<b>Whether you planned a romantic evening out or ordered your sweetheart's gift last minute, it's clear that Valentine's Day this year went digital.</b><p>NRF …

CIO Perspectives – Mobility, Customer Experience and the Road Ahead

Today’s CIOs understand how mobility and BYOD programs have benefited the companies thus far – from increased productivity, improved collaboration, reduced costs and much more, according to a recent Mobile Enterprise article.<p>In my conversations with many CIOs, they have agreed that mobile leads to …

Using Social to Enhance the Customer Experience

You arrive in your taxi at the Hotel Adagio, part of Marriott’s Autograph Collection in San Francisco. Before you get out of the car, the porter …

Customer Service is Dead: Long Live the Customer Experience

It has been some time since my last post. I have been thinking about, reading, and researching the customer experience. Technology, cultural shifts, …

How customer experience is different to customer satisfaction: Catriona Wallace

by Catriona Wallace<p>In the 1980s I had a spiral perm. Like Nicole Kidman.<p>At that time – along with perms, and as a legacy of the total quality …

How to Get to the Heart of Customer Experience

We've been in the thick of several customer experience-related projects at work, and I've been paying particular attention to the experiences I've …

Banks Must Recreate The Customer Experience

Banks are facing an identity crisis. For the last century, traditional financial services institutions—banks, credit unions, savings and loans—were largely the only game in town for consumers. Individuals often formed lifelong relationships with a single institution and accepted that the bank was …

Burberry's Blurred Lines: The Integrated Customer Experience

During a keynote talk I delivered in London last week, I was asked the question: “What brands really ‘get it’ when it comes to customer experience today?” This wasn’t a naïve question. It came from one of the 100 senior marketers from the strongest global brands in the world. The question extends …

CMOs Will Own the CEO Seat, Customer Experience

Chief marketing officers at global companies may ultimately find themselves in the CEO seat as they are increasingly playing a key role in impacting …

Beyond Customer Loyalty Programs: 7 Ways To Build Lasting Relationships

Business is about building lasting relationships, not bribery. So what does this mean for the future of customer service?<p>Businesses talk a lot about customer loyalty. It makes sense: A person you can count on to buy from you again and again is more valuable than one who disappears after the first …

Customer Experience

User experience is the new differentiator. How will that affect the internet?

Advertisement<p>5 Comments<p>Credit: Thinkstock/Alexaldo<p>The world of business is changing, as are the locations of the people who are driving that …

Customers

Solving the Customer Experience Vs. Engagement Vs. Omnichannel Puzzle

Survey the vast array of vendors claiming to be leaders in customer experience and you might get the impression that vendors have decoded and aligned their operations to customer expectations. Could all the hand wringing over customer acquisition, churn, and loyalty been blown out of proportion?<p>In …