Paul Potratz is the COO of Potratz Advertising Agency in New York. They work with businesses creating top funnel brand strategies, consumer engagement, and content on websites, social media and sales training. Paul worked in both radio and television, and then made his way to an ad agency. In 2003, he made the decision to […]
Episode 010: Go Beyond Just Serving Your Clients with Paul Potratz Read More »
Customer service has evolved considerably over the years – from single channel call centers to multi channel contact centers with the emergence of cloud technologies and onward to customer engagement development social channels. Now, customer service has gone mobile with the use of smartphones in the world today. Customers are still not satisfied. And, now,
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Andreas Jones is the leading authority on small business growth and profitability. He is a #1 International bestselling author, coach, speaker, consultant and trainer, as well as an army combat veteran. After the arm, Andreas had a series of jobs including VP of a national bank. He had been featured on NBC, CBS, FOX, ABC,
Like most business people, you know that customers are the lifeblood of any business. Without them, you don’t even have a business. There is such a fine line between sales and service. You can’t have one without the other. Which actually comes first? Can you even get the sale without giving good service? Service is
Customers: How To Get Them and How To Keep Them Read More »
Empower Your Customers To Become Your Biggest Ambassadors – The empowered customer is a common thread that has rocked – and continues to rock – all industries. Whether you’re an established company or a thriving start-up. One strategy is to focus on customer empowerment, and letting your customers influence more of your business decisions. Buying is
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Personal development is key to the success of any organization – small, medium or large. In my workshops, training sessions and keynotes I often discuss what I consider one of the primary roles of any person in a leadership role: Develop and invest in the employees they oversee. One question I hear often is “What if my
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Jim Kalbach is currently the Head of Customer Success at MURAL. He has previously worked in various design-related consulting roles for large companies, such as eBay, Audi, SONY, Elsevier Science, LexisNexis, and Citrix. Before moving back to the US in 2013 after living for fifteen years in Germany, he was the co-founder of the European Information Architecture conferences and he also
Episode 008: Mapping Your Customers’ Journey with Jim Kalbach Read More »
Customer Experience – Have you ever lost a customer to a competitor and didn’t know why they left? A customer experience strategy can help you retain more customers and stop them from defecting to competitors. Companies who skillfully manage and execute customer experience strategies reap enormous rewards. They achieve higher customer satisfaction, reduced churn, increased revenue,
How to Develop a Customer Experience Strategy that Makes your Competition Cry Read More »
Employee engagement is a workplace approach resulting in the right conditions for all members of an organisation to give of their best each day, committed to their organisation’s goals and values, motivated to contribute to organisational success, with an enhanced sense of their own well-being. Employee engagement is based on trust, integrity, two way commitment
The Kind of Employee Engagement Needed for the 21st Century Read More »
The key to running a successful business is effective leadership. It has the potential to bring in more profits for a company than any cost-cutting effort. Research shows that leadership styles of managers are responsible for 30 per cent of a company’s bottom-line profitability. But due to changes in work culture, traditional top-down leadership policies are
Leadership Evolving Read More »