1 to 1 Feature Article: Attitude and the Customer Experience

Logo_1to1Media I recently enjoyed meeting Ginger Conlon, Editor in Chief of 1 to 1 Media, a Peppers & Rogers company.
Ginger and her editorial crew span the globe to identify customer-centric planning and marketing trends.
She recently reviewed my book and asked me to comment on:

  • The linkage between customer experience and your BS (belief systems)
  • How values can guide positive customer experience efforts
  • Tips for tracking the right key performance indicators
  • Specific actions that today’s customer-focused companies should stop doing

Enjoy this article now:

copyright 2011, Lisa Nirell. All rights reserved.

Comments open: True

Related Posts

As we enter the holiday weeks ahead, we might be anticipating some difficult discussions with loved ones, over-packed Zoom meetings and multiple (physically distanced) gatherings. This has been a politically and socially charged year, to say the least.

That’s why I was happy to spend time with Ben Wolf on “The Win Win” podcast to discuss very tangible methods to apply mindfulness in our daily interactions.

Here are some of the highlights:

05:30 –…

Read More

If there is such a thing as a silver lining with COVID, it’s this: the pandemic has created existential crisis for organizations.

Their raison d’etre is being challenged, and may even be falling on deaf ears. Tradition is no longer a valid criteria for investing in a market or for growth mapping.

And in some cases, tradition is more of a hindrance than a help. It may no longer valued–Just ask your customers and your most disengaged employees….

Read More