In this new 90-second video, I'll describe one of the curriculum offerings for the November 2014 cohort of the Professional Services Leadership Initiative (PSLI) -- the client experience. I've highlighted some of the skills growth areas about the client experience that professional service leaders want their mid-level marketers to understand. These areas include: researching and mapping the
Hospitals have them. Hotels have them. And, according to this HBR blog post, so do other B2C and B2B companies. I'm talking about a Chief Client (or Customer) Experience Officer. Caution: I'm not talking here about someone who has been designated to "look at our customers' needs and ... make their experience with [our firm]
Many of you know Charles Green's substantive Trusted Advisor work. He sent me a new piece recently, in which he says: "The best way for a client to learn how to work with you is to let them work with you. Create a sample experience." These two short sentences offer an incredibly good articulation of how to integrate marketing and selling.
So the news is out. One-million-year-old Roger Clemens gets to go to his team of choice amid much hoopla and money. And Kevin Garnett, despite his role in producing wins for his team, can't get any respect. Is there anything we can learn from these sports scenarios about the economic value of individuals on teams,