Biographical Information

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.