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And that behavior results in leaving little time for outreach to the most critical component in your chain – your key customers. Then, what is a benchmark for customer outreach? But, do your customer know that they want? Do customers know what they like when they see it? MORE
a downtown-based fintech startup, is adapting to the Covid-19 crisis by helping its customers adapt Finli Inc., MORE
Your customers know what they want more than you do. This week’s insight came from personal experience and from a good friend who advanced the notion of the “teacher-customer” years ago. The customer would be the first to receive the new functionality in a new release. MORE
Is your marketing focus product-centric or customer-centric ? With a wealth of products now available, customers look for the most memorable experience , not just the best product. Amazon is very customer-centric, but it can make all the difference in retail as well as online. MORE
Customer service has traditionally been a support function to respond to customer initiated requests, meaning someone waits for the phone to ring or for a website support request form. Staff all customer interactions with experienced people. MORE
Thursday, January 24, 2019 -- TCVN Program: Customer Development. Who is your customer? Join other entrepreneurs for a detailed workshop that will give you a different perspective on how to find and keep customers. TCVN now features four educational tracks in four specific areas. MORE
They forget that adapting their company and themselves as their customers evolve is the key to long-term survival. Think of Blockbuster and Toys ‘R’ Us , both of whom missed customer changes and the move to online. Create an overt strategy to react to emerging customer trends. MORE
Irvine-based CloudBlue , which develops a platform to let telecommunications companies, technology distributors, managed service providers, and others to sell cloud and digital services, reported a win today with HGC Global Communications Limited (HGC). According to CloudBlue, HGC will use its platform to power the "HGC Marketplace". Financial details of the win were not announced. CloudBlue is owned by Ingram Micro. MORE
Santa Barbara-based Yardi , which develops real estate management software, reported over the holidays that it has been selected by a customer in Singapore. yardi real estate management software customerAccording to Yardi, JMD Group of Companies will manage its real estate assets with Yardi Voyager, Yardi's cloud-based propert management and accounting software. Financial impacts of the deal were not announced. READ MORE>>. MORE
Redlands-based geographical information systems (GIS) developer Esri has signed up a new customer in Qatar, the company reported this week, with the The Centre for Geographic Information Systems (CGIS) - Ministry of Municipality & Environment, Qatar. Financial impact of the customer win was not announced. MORE
Attracting the right customers is the key to success in business, whether you have a new startup or a mature enterprise. These days, branding is less about products or solutions, and more about the overall customer experience and expectations. MORE
For decades, efforts to satisfy customers have been built around demographics – capitalizing on race, ethnicity, gender, income, and other attributes. Customer personalities define customer experience, and sets what they love, and what they hate. MORE
Both of these time–honored methods of reaching our customers have worked for as long as there was print and radio–TV to get the message out. Spend lots and not be sure of the return on investment; or spend much less and offer some of the savings to the customer. MORE
Entrepreneurs and business executives seem to be even more focused on their technology than the rest of us, and less inclined to listen to the voice of the customer, even if they remember to ask. I doubt if any of these are really listening to their customers. MORE
Los Angeles-based legal software developer American LegalNet is reporting a new customer win this morning, with law firm Blank Rome LLP. american legalnet legal customer software docket calendarAmerican LegalNet said Blank Rome LLP has purchased its eDockets court-rules-based calendaring and docketing systems software, as well as Docket Direct local/federal court feeds and Smart Dockets court date calculator app. Financial impact of the win was not announced. MORE
Much has been written recently about the requirement to focus today on the total customer experience, as a competitive edge or even for survival. You want that customer to be delighted by the overall experience, rather than remember the many steps and the pain. MORE
Repeat customers, raving fans, angry backlashers, commodity shoppers. Here’s another way to look at the ladder to an ideal customer loyalty relationship. Customers hate this, especially when they have a complaint. MORE
Los Angeles-based financial software developer BlackLine said on Thursday that it has expanded its customer base, adding such notable customers as Volvo, Waymo, AstraZeneca, the operator of Applebee's, and many others to its list of 2,700 companies who are using its products. plus international customers such as AstraZeneca, Aviva, Blue Prism, Chorus New Zealand, NHS National Services Scotland, Volvo Car Group and Western Power. MORE
San Diego-based Cubic Corporation said this week that it has named Min Wei as the company's Senior Vice President and Chief Customer Officer. Cubic, which provides services to the transportation, defense, and training markets, said that Wei will lead a new customer experience function, handling global quality, configuration management, logistics support and customer experience. cubic chief customer officer executive MORE
In addition to obvious economic challenges, the emerging generation of customers is determined to radically change the rules for customer engagement. I summarize here my interpretation of his key points: Take heed of serious next generation customer expectations. MORE
With the advent of the Internet, social media, and instant communication via texting, customer expectations for service, as part of their entire customer experience, have changed. Company finds customers based on interests. Technology must improve the customer experience. MORE
First customers are critical. Your first customers for any product or service form your reference base, the important group of allies that your marketing and sales people rely upon when attempting to create buzz and make a mass market for a new product. MORE
Contrary to popular opinion, viral marketing has not eliminated the need for old-fashioned lead generation to bring customers to a startup. Display ads on mobile devices, including video and audio, also offer a new opportunity to reach target customers. MORE
The company also offers specialized medical tourism insurance to all of its customers, according to O’Shaughnessy. Doctours , a Los Angeles-based online platform for booking trips and treatments for medical and dental care around the world, is expanding its services to 35 countries. MORE
Have you ever noticed that some of your business owner friends get all the bad customers, and yours all seem fairly reasonable? I’m always amazed that, in my role as a business advisor, bad customers somehow seem to gang up on certain businesses. MORE
Today’s customers are much more in control of their buying decision, as they have more choices and more information than ever before. Bloom’s classic book, “ The New Experts: Win Today's Newly Empowered Customers.” This new world is all about empowered customers. MORE
Los Angeles-based SteelHouse , which develops online retargeting and advertising software, has named Rory Mitchell as Chief Customer Officer (CCO) at the company. steelhouse chief customer offier executive retargeting advertising softwareMitchell was previously VP of Client Success at SteelHouse, where he has been for less than a year. According to SteelHouse, Mitchell has over 17 years of experience in the area, and was previously at Experian Marketing Services. MORE
Having satisfied customers is no longer enough to keep you ahead of competitors. The bar has been raised to having “delighted” customers. Customer delight is defined as surprising the customer by exceeding his or her expectations, thus creating a positive emotional reaction. MORE
Santa Monica-based secure messaging app developer TigerText , which provides secured text messaging for the enterprise and healthcare markets, has signed up a customer in Chicago. tigertext chicago secure messaging texting healthcare enterprise customerTigerText said that Chicago Cardiology Institute (CCI), which treats cardiovascular disease in Illinois, has deployed the company's secure messaging products as part of a HIPAA compliance effort. MORE
Most businesses spend big money testing their brand logo, catchy marketing phrases, and demographics, but spend little time training and validating that their employees can and do deliver exceptional experiences to their customers. Keep your team happy to create engaged customers. MORE
Gemist Inc. wants to bring the bling direct to consumers MORE
And the best way to do this is with the placement of a case study, a story told about and by a satisfied customer with something to say about how your product solved their problem or pain. Attention spans are growing shorter by the second. MORE
Too many business owners still think of “ customer support ” as an after-sale process to rectify customer problems with completed transactions. One bad customer experience will kill not only one customer, but many future ones, who hear the message via social media and friends. MORE
Many notable recent successes, including Airbnb and Uber, have done it by finding disruptive customers, with essentially no new technology. They seek customers willing to decouple from accepted buying models, or are actively looking for a better total experience. MORE
Los Angeles-based TaskUs , which provides outsourced customer support and other back-end support for technology companies, said today that it has named Jarrod Johnson as Chief Customer Officer. johnson jarrod technology executive officer customer chief taskusJohnson was previously SVP of Sales at TaskUs, and will be based in the company's Dallas offices. Johnson also had served at ACS and IBM. MORE
One of your employees is approached by an employee of a customer or of a supplier, stating that “It sure would be great to work in your company.” The recruitment traps. It has happened to all of us who have been leaders in business long enough. MORE
As an advisor to entrepreneurs, I find that I often have to remind them that the world of customers has changed since they started their last business. Pushing yourself on customers by touting features and price doesn’t work anymore. Rethink every process from a customer perspective. MORE
Using social media to increase your company’s touch and reach with each of your customers may be the most important reason to jump in to this game changing strategy. However, if your customers don’t post anything at all, good or bad, perhaps your pricing is too high overall. MORE
For decades, efforts to satisfy customers have been built around demographics – capitalizing on race, ethnicity, gender, income, and other attributes. Customer personalities define customer experience, and sets what they love, and what they hate. MORE
Los Angeles-based Centerfield , a company which provides marketing and customer acquisition to the residential services, business services, and telecommunications markets, says it has launched a new product, called Insights by Scout. According to the company, the new product provides customer intelligence, and is part of its Dugout platform to automate customer acquisition for its customers. centerfield customer acquisition marketing services analytics MORE
I recently experienced an amazing effort of outreach by a vice president of a large national customer asking for a meeting with the product development team of a critical supplier, one of “my” companies. MORE
I’m more convinced that technology merely enables disruption, and changing customer interests and needs really causes it. Other companies keep the focus on their customers, and seem to thrive on disruption, much less survive. Customers don’t wait today. MORE
Los Angeles-based fintech startup Dave , which offers up an online banking service which helps users build their credit, announced on Thursday that it has named Mia Alexander as its new VP of Customer Experience. Alexander was most recently VP of Customer Experience at Green Dot, where she had been for over 16 years. According to Dave, Alexander will oversee the entire customer lifecycle of its 3.8 million customers. MORE
Today’s customers are overloaded and overwhelmed by too much information, so making a decision is a challenge. No matter how certain you are that your solution perfectly matches customer needs, you will be wrong. Emotions drive customer decision-making. MORE
Customer Related Topics Berkonomics
JULY 27, 2017
Your customers know what they want more than you do. This week’s insight came from personal experience and from a good friend who advanced the notion of the “teacher-customer” years ago. The customer would be the first to receive the new functionality in a new release.
Berkonomics
AUGUST 3, 2017
First customers are critical. Your first customers for any product or service form your reference base, the important group of allies that your marketing and sales people rely upon when attempting to create buzz and make a mass market for a new product.
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Berkonomics
NOVEMBER 24, 2016
Repeat customers, raving fans, angry backlashers, commodity shoppers. Here’s another way to look at the ladder to an ideal customer loyalty relationship. Customers hate this, especially when they have a complaint.
socalTECH
MARCH 6, 2020
San Diego-based Cubic Corporation said this week that it has named Min Wei as the company's Senior Vice President and Chief Customer Officer. Cubic, which provides services to the transportation, defense, and training markets, said that Wei will lead a new customer experience function, handling global quality, configuration management, logistics support and customer experience. cubic chief customer officer executive
Startup Professionals Musings
JANUARY 29, 2020
Entrepreneurs and business executives seem to be even more focused on their technology than the rest of us, and less inclined to listen to the voice of the customer, even if they remember to ask. I doubt if any of these are really listening to their customers.
Startup Professionals Musings
NOVEMBER 17, 2018
For decades, efforts to satisfy customers have been built around demographics – capitalizing on race, ethnicity, gender, income, and other attributes. Customer personalities define customer experience, and sets what they love, and what they hate.
L.A. Business Journal
AUGUST 3, 2020
Gemist Inc. wants to bring the bling direct to consumers
L.A. Business Journal
MAY 18, 2020
a downtown-based fintech startup, is adapting to the Covid-19 crisis by helping its customers adapt Finli Inc.,
Startup Professionals Musings
MARCH 4, 2019
Is your marketing focus product-centric or customer-centric ? With a wealth of products now available, customers look for the most memorable experience , not just the best product. Amazon is very customer-centric, but it can make all the difference in retail as well as online.
socalTECH
MAY 2, 2019
Los Angeles-based financial software developer BlackLine said on Thursday that it has expanded its customer base, adding such notable customers as Volvo, Waymo, AstraZeneca, the operator of Applebee's, and many others to its list of 2,700 companies who are using its products. plus international customers such as AstraZeneca, Aviva, Blue Prism, Chorus New Zealand, NHS National Services Scotland, Volvo Car Group and Western Power.
Startup Professionals Musings
JUNE 5, 2019
Too many business owners still think of “ customer support ” as an after-sale process to rectify customer problems with completed transactions. One bad customer experience will kill not only one customer, but many future ones, who hear the message via social media and friends.
Startup Professionals Musings
FEBRUARY 3, 2020
Today’s customers are much more in control of their buying decision, as they have more choices and more information than ever before. Bloom’s classic book, “ The New Experts: Win Today's Newly Empowered Customers.” This new world is all about empowered customers.
socalTECH
JANUARY 2, 2020
Santa Barbara-based Yardi , which develops real estate management software, reported over the holidays that it has been selected by a customer in Singapore. yardi real estate management software customerAccording to Yardi, JMD Group of Companies will manage its real estate assets with Yardi Voyager, Yardi's cloud-based propert management and accounting software. Financial impacts of the deal were not announced. READ MORE>>.
Startup Professionals Musings
JANUARY 11, 2020
They forget that adapting their company and themselves as their customers evolve is the key to long-term survival. Think of Blockbuster and Toys ‘R’ Us , both of whom missed customer changes and the move to online. Create an overt strategy to react to emerging customer trends.
socalTECH
AUGUST 9, 2019
Los Angeles-based fintech startup Dave , which offers up an online banking service which helps users build their credit, announced on Thursday that it has named Mia Alexander as its new VP of Customer Experience. Alexander was most recently VP of Customer Experience at Green Dot, where she had been for over 16 years. According to Dave, Alexander will oversee the entire customer lifecycle of its 3.8 million customers.
Startup Professionals Musings
APRIL 1, 2020
Attracting the right customers is the key to success in business, whether you have a new startup or a mature enterprise. These days, branding is less about products or solutions, and more about the overall customer experience and expectations.
Startup Professionals Musings
AUGUST 16, 2019
Most businesses spend big money testing their brand logo, catchy marketing phrases, and demographics, but spend little time training and validating that their employees can and do deliver exceptional experiences to their customers. Keep your team happy to create engaged customers.
socalTECH
MAY 29, 2015
Santa Monica-based secure messaging app developer TigerText , which provides secured text messaging for the enterprise and healthcare markets, has signed up a customer in Chicago. tigertext chicago secure messaging texting healthcare enterprise customerTigerText said that Chicago Cardiology Institute (CCI), which treats cardiovascular disease in Illinois, has deployed the company's secure messaging products as part of a HIPAA compliance effort.
Startup Professionals Musings
JULY 20, 2020
Contrary to popular opinion, viral marketing has not eliminated the need for old-fashioned lead generation to bring customers to a startup. Display ads on mobile devices, including video and audio, also offer a new opportunity to reach target customers.
Berkonomics
JANUARY 9, 2020
One of your employees is approached by an employee of a customer or of a supplier, stating that “It sure would be great to work in your company.” The recruitment traps. It has happened to all of us who have been leaders in business long enough.
Startup Professionals Musings
JUNE 12, 2019
Much has been written recently about the requirement to focus today on the total customer experience, as a competitive edge or even for survival. You want that customer to be delighted by the overall experience, rather than remember the many steps and the pain.
socalTECH
SEPTEMBER 19, 2019
Los Angeles-based Centerfield , a company which provides marketing and customer acquisition to the residential services, business services, and telecommunications markets, says it has launched a new product, called Insights by Scout. According to the company, the new product provides customer intelligence, and is part of its Dugout platform to automate customer acquisition for its customers. centerfield customer acquisition marketing services analytics
socalTECH
APRIL 25, 2018
Los Angeles-based TaskUs , which provides outsourced customer support and other back-end support for technology companies, said today that it has named Jarrod Johnson as Chief Customer Officer. johnson jarrod technology executive officer customer chief taskusJohnson was previously SVP of Sales at TaskUs, and will be based in the company's Dallas offices. Johnson also had served at ACS and IBM.
Startup Professionals Musings
MARCH 16, 2019
Today’s customers are overloaded and overwhelmed by too much information, so making a decision is a challenge. No matter how certain you are that your solution perfectly matches customer needs, you will be wrong. Emotions drive customer decision-making.
Startup Professionals Musings
MAY 28, 2017
With the advent of the Internet, social media, and instant communication via texting, customer expectations for service, as part of their entire customer experience, have changed. Company finds customers based on interests. Technology must improve the customer experience.
Berkonomics
JUNE 27, 2019
And that behavior results in leaving little time for outreach to the most critical component in your chain – your key customers. Then, what is a benchmark for customer outreach? But, do your customer know that they want? Do customers know what they like when they see it?
Startup Professionals Musings
JANUARY 5, 2020
As an advisor to entrepreneurs, I find that I often have to remind them that the world of customers has changed since they started their last business. Pushing yourself on customers by touting features and price doesn’t work anymore. Rethink every process from a customer perspective.
Berkonomics
JANUARY 12, 2017
I recently experienced an amazing effort of outreach by a vice president of a large national customer asking for a meeting with the product development team of a critical supplier, one of “my” companies.
socalTECH
AUGUST 19, 2019
Irvine-based CloudBlue , which develops a platform to let telecommunications companies, technology distributors, managed service providers, and others to sell cloud and digital services, reported a win today with HGC Global Communications Limited (HGC). According to CloudBlue, HGC will use its platform to power the "HGC Marketplace". Financial details of the win were not announced. CloudBlue is owned by Ingram Micro.
socalTECH
AUGUST 29, 2016
Los Angeles-based legal software developer American LegalNet is reporting a new customer win this morning, with law firm Blank Rome LLP. american legalnet legal customer software docket calendarAmerican LegalNet said Blank Rome LLP has purchased its eDockets court-rules-based calendaring and docketing systems software, as well as Docket Direct local/federal court feeds and Smart Dockets court date calculator app. Financial impact of the win was not announced.
Startup Professionals Musings
OCTOBER 25, 2019
I’m more convinced that technology merely enables disruption, and changing customer interests and needs really causes it. Other companies keep the focus on their customers, and seem to thrive on disruption, much less survive. Customers don’t wait today.
Startup Professionals Musings
JANUARY 27, 2017
Customer service has traditionally been a support function to respond to customer initiated requests, meaning someone waits for the phone to ring or for a website support request form. Staff all customer interactions with experienced people.
Berkonomics
MAY 30, 2019
And the best way to do this is with the placement of a case study, a story told about and by a satisfied customer with something to say about how your product solved their problem or pain. Attention spans are growing shorter by the second.
socalTECH
AUGUST 1, 2018
Los Angeles-based SteelHouse , which develops online retargeting and advertising software, has named Rory Mitchell as Chief Customer Officer (CCO) at the company. steelhouse chief customer offier executive retargeting advertising softwareMitchell was previously VP of Client Success at SteelHouse, where he has been for less than a year. According to SteelHouse, Mitchell has over 17 years of experience in the area, and was previously at Experian Marketing Services.
SoCal Tech Calendar
JANUARY 23, 2019
Thursday, January 24, 2019 -- TCVN Program: Customer Development. Who is your customer? Join other entrepreneurs for a detailed workshop that will give you a different perspective on how to find and keep customers. TCVN now features four educational tracks in four specific areas.
Startup Professionals Musings
JANUARY 24, 2018
In addition to obvious economic challenges, the emerging generation of customers is determined to radically change the rules for customer engagement. I summarize here my interpretation of his key points: Take heed of serious next generation customer expectations.
Berkonomics
DECEMBER 10, 2015
Both of these time–honored methods of reaching our customers have worked for as long as there was print and radio–TV to get the message out. Spend lots and not be sure of the return on investment; or spend much less and offer some of the savings to the customer.
Startup Professionals Musings
DECEMBER 15, 2017
Have you ever noticed that some of your business owner friends get all the bad customers, and yours all seem fairly reasonable? I’m always amazed that, in my role as a business advisor, bad customers somehow seem to gang up on certain businesses.
socalTECH
MAY 24, 2019
Redlands-based geographical information systems (GIS) developer Esri has signed up a new customer in Qatar, the company reported this week, with the The Centre for Geographic Information Systems (CGIS) - Ministry of Municipality & Environment, Qatar. Financial impact of the customer win was not announced.
Eric Greenspan
MAY 29, 2010
Using social media to increase your company’s touch and reach with each of your customers may be the most important reason to jump in to this game changing strategy. However, if your customers don’t post anything at all, good or bad, perhaps your pricing is too high overall.
Startup Professionals Musings
OCTOBER 22, 2016
For decades, efforts to satisfy customers have been built around demographics – capitalizing on race, ethnicity, gender, income, and other attributes. Customer personalities define customer experience, and sets what they love, and what they hate.
Startup Professionals Musings
JULY 30, 2018
Having satisfied customers is no longer enough to keep you ahead of competitors. The bar has been raised to having “delighted” customers. Customer delight is defined as surprising the customer by exceeding his or her expectations, thus creating a positive emotional reaction.
Startup Professionals Musings
MARCH 8, 2019
Many notable recent successes, including Airbnb and Uber, have done it by finding disruptive customers, with essentially no new technology. They seek customers willing to decouple from accepted buying models, or are actively looking for a better total experience.
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