This research demonstrates that SPEED is the most vital ingredient in the customer experience mix.
I've been fascinated by the impact of speed on CX for years, and my last three books have included sections on this idea.
But this is my deepest dive yet. This is a major, new study with
first-of-its-kind findings and analysis about consumer patience, and the need for business to get a LOT faster in most areas.
And I'd love it ever more if I can present these findings at your event, or on your podcast.
I'm also working on custom, company-specific versions of this research to help businesses understand the speed demands of their own customers.
Interested in any or all? Just reply to this email. Thanks!
HOW-TOS
How to build a social media strategy
This is going to be outstanding next week.
My pal Tatiana Holifield is the VP of Digital Content at Sirius XM and Pandora. She is doing a special session for SiteImprove, demonstrating exactly how she builds big-time social media programs. RSVP now please.
How to follow up better
I loved this chat with Dave Osborne from Insightly CRM about how salespeople can stop using the same, dumb, automated email playbook when following up with prospects. Watch on YouTube please.
How to understand customer pain points
My very smart friend Phil M. Jones blew me away in this episode of Highway to Sell when he talked about how to figure out what your customer REALLY lacks, before you try to sell them something. An impactful, 5-minute watch on DemandBase TV.
