Customer Experience starts before
customers even know you: your SEO
October 11, 2015
by Jeff Morris in category Marketing
Are you missing something in your SEO? Much of what you’ve heard about SEO has become obsolete. Now, I’m not one of those strategists walking around city streets wearing a sandwich board proclaiming SEO is dead. Ironically, you can do an online search for “Is SEO dead?” and you’ll find dozens of articles about the […]
0 0 Read moreThe Ultimate Cheat Sheet on the 5 Roles of Leadership.
April 3, 2015 by Jeff Morris in category LeadershipThere is a formula for success. I’ve seen it work for small, independently owned companies as well as Fortune 500 companies. Here’s what it looks like: Focus on the Customer It starts with an extreme customer focus. You should have a complete understanding of your customers, why they buy your product, the steps they go […]
0 0 Read moreMastermind Groups and World Domination…Mwhahaha!
October 22, 2014 by Jeff Morris in category Employee Engagement, LeadershipWhen you hear “Mastermind Group” you may immediately imagine monocle-adorned supervillians sitting around a dimly lit conference room table practicing their bored monologues or maniacal laughter while caressing their pet tabby. Well, leave your laser at home. World domination aside, Mastermind Groups are created by a group of ambitious like-minded people who love to learn […]
0 0 Read moreWhy Leaders Must Be Strong AND Gentle
August 21, 2014 by Jeff Morris in category LeadershipBack when I started my career (insert Dark Ages joke here), we were always taught that leaders were “strong,” not just in business but in society overall¬—family, religion, politics. However, as I moved through my career, I was fortunate to work with many of what I would consider great leaders (and just as many awful […]
0 0 Read more5 customer experience mistakes
entrepreneurs can avoid.
August 21, 2014
by Jeff Morris in category CX
Man, I love entrepreneurs. There is no group more fun to hang out with. As a member of Entrepreneur’s Organization, I hang out with entrepreneurs regularly. Every one of them is full of passion, energy and contagious excitement. For most, their drive is the uncompromising belief that the old way of doing things must be […]
0 0 Read moreThe Schizophrenia of Financial Services
Customer Experience.
June 28, 2014
by Jeff Morris in category CX, Marketing
Remember the old Oscar Meyer Weinermobile? They’d park this cylindrical spectacle at the local mall and hand out weiner whistles to the kids. It was a novelty and, most likely, holds a place in the marketing Hall of Fame. But it was for hot dogs. Not financial services. Recently, I saw a local bank with […]
0 0 Read moreHere’s why customer experience matters.
June 16, 2014 by Jeff Morris in category CXHere’s an interesting (and robust) list of reasons why companies should be interested in building a customer-focused business. (As compiled by Return on Behavior Magazine) Facts about customer experiences and referrals 96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back – 1st Financial Training services A dissatisfied customer will […]
0 0 Read moreLeadership must be earned. But first, it must be taught.
June 10, 2014 by Jeff Morris in category LeadershipDuring one of our recent webinars, one of our attendees posed this question: “How do you handle those in management positions who push down future leaders because of their own personal agenda to be promoted?” Great question. We’d all love to think this type of manager only exists in Hollywood movies, but sadly it’s probably […]
0 0 Read moreHow To Create A Customer Driven Culture (Turning Learning Into Action)
June 3, 2014 by Jeff Morris in category CXIf you had an opportunity to attend the Gartner Customer 360 event, your head was probably swimming (like ours) over all the opportunities to enhance customer focus for your organization and creating a customer driven culture. But it’s one thing to learn and another to take action. In this series, we provide our thoughts on […]
0 0 Read moreTrust is a competitive advantage that’s hard to imitate
May 27, 2014 by Jeff Morris in category Employee Engagement, LeadershipSeveral years ago, I was working late on a project. The company I worked for was closing in on a ten million dollar account and I was in charge of the RFP. The company conference room table was straight out of an episode of Hoarders, stacks of documents balanced precariously across its top. Sometime late […]
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