Articles for Robert Wollan
Customer Service Remains a Conundrum for Too Many Companies
For all the emphasis on customer experience, service reps haven't been empowered to offer a great one.
Retailers Must Embrace New Shopping Experiences
Online disruptors and a new breed of digital consumer mean its sink-or-swim time for traditional retailers and consumer goods sellers
5 Ways to Invest Wisely in Customer Loyalty
Loyalty investments in their current form are not generating all the value they could.
Are Chief Marketing Officers the New Chief Growth Officers?
As disruptive growth becomes a bigger priority, companies have to determine who will be in charge of it
Is Customer Immersion the New Customer Engagement?
With augmented and virtual reality, customers can have immersive experiences with brands
Who Are Your Most Profitable Customers?
Chances are, they're not who you think
Most People Prefer Human Interactions in Customer Service
Consumers want a blend of channels, and not just the digital ones
B2B Customers Want a Good Experience, Too
Products and pricing alone won't cut it; B2B vendors need to deliver valued experiences
Become a Multispeed Organization
In today's landscape, you need to find the right mix of traditional and digital
Get Customer-Centric—Don't Just Say You Are
If you're not striving to understand today's nonstop customer, you might be wasting money
Tapping the Switching Economy
Three tips for keeping customers from straying.
It's Time to Tear Up Your Sales Playbook
Stay relevant in today's competitive market with these five tips.
Is Social Media Still Just Hype?
When used wisely, this channel can be a B2C gold mine.
Are You Wasting Your Customer Experience Spend?
B2Bs must close the gap between spending and results.
Turning the Customer Experience Tide
The risk and opportunity of promising seamless customer experiences.
Surviving and Thriving in a Switching Economy
Five tips for retaining customers.
Unlock Growth with Agile Selling
Valuable takeaways from leading-practice companies.
A Primer for Preventing Customer Churn
Why current acquisition, loyalty, and retention strategies are not working.
Engaging the Nonstop Customer
Leveraging new consumer dynamics to drive growth.
Knowing Your Customers in the Digital Age
New technologies mean new challenges.
CMOs in a Changing Marketplace
Strategies for success in today's—and tomorrow's—business landscape.
The Service Provider–Customer Paradox
Fewer consumers are switching, but that doesn't mean they are happy
Pick a Strategy Before It Picks You
Social media engagement requires a well-thought-out enterprise-wide approach
Analyzing the New Customer
Customer analytics are emerging as a competitive advantage.