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Customer Experience Articles
CEOs: Fire These Employees If You Want to Grow Your Business
I was checking out the Small Business Section in the WSJ today and came across an article by guest columnist Mike Michalowicz. I have read several articles by Mike in the past and this one, like his others, is worth passing along. In his column, Mike talked about how important it is to have a…
Read Full Article about CEOs: Fire These Employees If You Want to Grow Your BusinessA VC Defines His Perfect Day
For a VC, there’s nothing quite like watching portfolio companies and their founders grow.
Read Full Article about A VC Defines His Perfect DayCustomer Communication Strategy: Identifying the Most Effective Mediums
Are you overwhelmed by all the customer communication mediums available to your company in today’s market? If so, you are not alone. Although social media has made customer communication less costly per interaction and facilitated quicker customer resolution times, it has also introduced many new mediums to juggle with your customer support team and loftier…
Read Full Article about Customer Communication Strategy: Identifying the Most Effective MediumsHave an Important Problem or Opportunity? Find Your Joe!
My wife’s Story My wife came back from a trip to New York on Friday. She went there to find some specific fabrics for her fashion line project. She was ecstatic walking in the door. “I found Joe!” she proudly told me. She went on to tell me that she had specific fabric examples, didn’t…
Read Full Article about Have an Important Problem or Opportunity? Find Your Joe!Why Every Company Needs an API
For those of you not familiar with the term, an Application Programming Interface (or API) is essentially the source code that allows two independent websites or databases to communicate with one another via an Internet connection. As I’ll soon explain, it’s an extremely valuable business tool for almost any type of company. First, a real-life…
Read Full Article about Why Every Company Needs an APICan You do Market Research for Free? Yes, With Your Own Internal Databases!
image provided by: {http://www.freedigitalphotos.net/images/view_photog.php?photogid=3062}David Castillo Dominici / FreeDigitalPhotos.net{/link}
Commonly overlooked but invaluable sources of customer data Good market research is essential to developing and executing great marketing strategies. At OpenView Labs, our Research and Analytics team assists the portfolio companies with major marketing research engagements to help them identify and prioritize segments in their markets, develop and test competitive advantage statements for their…
Read Full Article about Can You do Market Research for Free? Yes, With Your Own Internal Databases!Customer Experience Management: Learning from United’s Mistakes
“I am sorry for making you miss your flight sir, but you really need to put your expectations into the upright position during the holiday season, as our services are in high demand. Here is $250 and a $15 dinner voucher to compensate you for the inconveniences that this has caused you.” This was the…
Read Full Article about Customer Experience Management: Learning from United’s MistakesHow Do OpenView Labs Work with Portfolio Companies?
Four years ago, in early 2008, as the world’s economies gyrated in the deepest crisis since the Great Depression, a group of OpenView’s team members packed up our boxes, cleaned out our desks and left the building on 303 Congress Street. We went down the street and established ourselves in a half-finished office space on…
Read Full Article about How Do OpenView Labs Work with Portfolio Companies?CEO Communication: What Do People Experience When You Interact With Them?
CEO 1 I work with a CEO that I think is a great guy. I have him in my contact directory, so whenever he calls me, I see his name. I immediately know that I am going to enjoy the conversation no matter what the topic. He may be calling to tell me that he…
Read Full Article about CEO Communication: What Do People Experience When You Interact With Them?Year in Review: 3 Biggest PR Blunders of 2011
#3. Posting to the wrong Twitter account The beauty of Twitter clients is that they let you manage multiple accounts. Unfortunately, they also make it easy to post personal messages to professional accounts by accident. In 2011, Twitter accidents included the American Red Cross #gettingslizzard at work, Chrysler complaining about how no one in the…
Read Full Article about Year in Review: 3 Biggest PR Blunders of 2011
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