PersonallyPB.com Blog

Savvy companies listen to their customers. Soliciting honest feedback from the people who buy and use your products and services makes sense and costs little. So, this year, consider creating a customer advisory board charged with helping your large or middle market company accelerate growth. Tapping the brainpower and goodwill of your best customers provides [...]

Retailers have mixed feelings about global e-commerce. While the opportunities are tempting, the challenges are daunting. On one hand, consider the upside: one in every 10 U.S. e-commerce purchases already comes from international consumers, and that will likely increase to one in every five in the next few years. The international online population is surging [...]

Watching TV recently, I was struck by the way one bank ended its commercial: When you call us, it said, you get a live person. No phone tree, no delays. A live person. Immediately. The message I got from the commercial was, “We want to hear from you. Unlike the other guys.” Finally, a sign [...]

Just returned from two days at Graph Expo in Chicago. For those unfamiliar with Graph Expo, it’s promoted as the year’s largest commercial printing, publishing, mailing and transactional exposition and conference in the Americas. Based on the consistent flow of attendee traffic on the exhibition floor I would say that description is accurate, and hopefully [...]

This week I will be speaking at the Redesigning Local Services: Change for the Better Conference in London. My presentation, “Technology: Redesign, Not Reinvent,” explores the strong connection between technology and location-aware online services, and explains why creativity and innovation need to be utilized to reduce public spending.  For those unable to attend here’s a [...]

EVERYONE seems to be talking about its importance for 2011 (and beyond…) Harry Kline expects that in 2011 the Age of the Customer will continue to gain momentum, whilst the financial impact of poor service is driving voice of the customer programs and better customer experience can be worth millions in annual revenue, according to Forrester. The [...]

“The tipping point is that magic moment when an idea, trend, or social behavior crosses a threshold, tips, and spreads like wildfire.”

- Malcolm Gladwell (The Tipping Point)

About 10 years ago, Malcolm Gladwell published his thesis that ideas “spread just like viruses do.” The Tipping Point is predicated on people, content (the idea), and context (situational environment).

Did you catch the headline in The Wall Street Journal yesterday?  It was a masterpiece of simplicity: “Digital or Die.” For the past 18 months, I have been immersed in a project to help Pitney Bowes create something completely digital, and completely new. Today, I experienced real joy as we announced this new service to [...]