Archives from August 2012

Joe Pine on the Evolution of the Economic Model

Using Customization to Renew Commodities

August 24, 2012 / Podcast # 12-17

Joe Pine

Joe Pine, co-author of The Experience Economy, and the brand new book entitled Infinite Possibility joins us on Edgewise to explain the balance between commoditization and customization in progression of economic value. Amazon and Wal-Mart are just two companies that have used transformation as a tool to successfully guide customers to change by using their experiences. Companies such as these are commoditizing goods so they can sell at higher volume and lower cost to the consumer. He outlines three phases of transformations that are required to sustain transformations through time, which include diagnosis, using a set of experiences and following-through. Not only are these transformations crucial to a business setting but can be useful in our personal lives as well.

Joe Pine is an internationally acclaimed author, speaker, and management advisor to Fortune 500 companies and entrepreneurial start-ups alike. He is co-founder of Strategic Horizons LLP, a thinking studio dedicated to helping businesses conceive and design new ways of adding value to their economic offerings.

For additional training on this topic, consider these AMA seminars:
*Pricing Strategies – Capturing and Sustaining a Competitive Advantage
*The Psychology of Management: Why People Do What They Do
*Measuring and Maximizing Marketing ROI
To learn more, read these AMACOM Books:
*The On-Demand Brand, by Rick Mathieson
*New Directions in Supply-Chain Management, by Tonya Boone, Ph.D., Ram
*One Foot Out the Door, by Judith M. Bardwick, Ph.D.

 

Micah Solomon on Customer Service in the Twenty-First Century

Using New Tools to Your Advantage

August 10, 2012 / Podcast # 12-16

Micah Solomon

Micah Solomon joins us on Edgewise to discuss his new book High-Tech, High-Touch Customer Service. Micah addresses the positive and negative effects technology has had on customer service today as well as the recent changes in the balance of power between customers and businesses. Using companies like Twitter and Yelp, Micah describes the importance of immediate customer conversation and how customers now, more than ever, can easily choose to take their business elsewhere. Other good examples of technology harness for revenue are companies like Netflix and Amazon that tap in to people’s strong desire for self-service and the need to receive things much faster than ever.

Micah Solomon, author of High-Tech, High-Touch Customer Service, is the customer service strategist and business keynote speaker termed by the Financial Post ”a new guru of customer service excellence.” Solomon is a top keynote speaker, strategist, and consultant on customer service issues, the customer experience, and company culture — and how they fit into today’s marketing and technology landscape. An entrepreneur and business leader, he previously coauthored the bestselling Exceptional Service, Exceptional Profit.

For additional training on this topic, consider these AMA seminars:
*Customer Service Excellence: How to Win and Keep Customers
*Leading Extraordinary Customer Service
*How to Create an ITIL Service Desk and Incident Management PRocess

To learn more, read these AMACOM Books:
*Strategic Customer Service, by John A. Goodman
*Customer Service Management Training 101, by Renee Evenson
*Award Winning Customer Service, by Renee Evenson