Harry Klein's blog

Saw a tweet recently from HubSpot co-founder
@BrianHalligan quoting Youngme Moon:

"Its time 4 marketers to let go of the things that they come to regard as best practices. Learning is easy; forgetting is hard."

Okay, guilty - I didn't get this out on Friday.

Start your week by checking out these three Tweeters from a non-profit; an analytics guru; and, a great source for ideas on innovation.

Rhode Island Community Foodbank - doing great work with social media to fight hunger @RIFoodbank

KISS. A four letter acronym that we all know means "keep it simple stupid."

Here's a new meaning for KISS as it relates to customer engagement, marketing and sales today:

K - know your clients through market segmentation

I - [participate] in conversations with clients and prospects through social media and plain old talking

S - seek mutual value, that is co-create value with clients

S - sell and support by leveraging meaningful touch points and content

This is the last post of results from our customer experience survey. This post focuses on:

Customer Experience & Compensation

A respondent wanted customer experience metrics to drive incentive plans and bonuses across his/her entire organization, "including Senior Management."

The challenge, of course, is to determine what metrics are directly correlated to the strategic goals of your company.

That can't be done without clearly understanding customer experience and its impact on company performance.

This post continues the reporting on the results of our "Marketing, Sales, and Operations vs. Experience" survey.

This post is focused on Strategy and Tactics and Employee empowerment.

But first a quick update - the number of respondents who reported that delivering on the promised customer experience is a fifty-fifty proposition is now equal to the number who responded that they get it right more often than not. Both have a received just shy of 42% of the total responses.