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Who Owns the Online Customer Channel?

January 6, 2011
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Print PDF Guest post by Brian Saperstein One of the more fascinating organizational challenges I’ve worked on with clients lately relates to an organization’s online interactions with its customers. The online customer channel is seen by some as a marketing vehicle, some view it as a service channel while others view it as a strategic driver of new business. Since the online customer channel is so dependent on information technology, IT also enters the discussion ...

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Waiting Customer are Unhappy Customers

February 16, 2010
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Print PDF I’ve been a basketball fan and player as long as I can remember. I had the full sized Dr. J poster on my bedroom door growing up and The Iceman staring at me from my wall. I grew up watching Phi Slamma Jamma and the Houston Rockets and have been trying to build the same love of the game in my two sons, working with them in the driveway and coaching their junior ...

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Customer Channel Dis-Integration

December 22, 2009
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Print PDF Consider the experience my partner Rajesh and I had in the Delhi airport yesterday with one of the newer, progressive airlines as an example why integration across customer touch points is critical to everything from revenue generation to long term customer retention. We entered the front door of the terminal with only a printed itinerary in hand.  “Checked” by security guard, we were let in. At the ticket counter, we were shown that ...

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