September 24, 2008 | Author: Gordon Loader Customer Experience in the Age of Engagement Chatting to a few colleagues over coffee, we all agreed that the next competitive battleground for customers’ hearts and minds is going to be around customer experience.
Because of the internet and advances in product development processes, companies have become less able to differentiate themselves over the long term with unique products and access to specialised supply chains. More >> Permalink | Comment Now >>
You know this because kids use it all the time to chat with their friends and you hear the techies at the office go on endlessly about it.
You also know it’s cool because your parents think it’s all really very nice but aren’t especially sure what they’d do with it. So it must be cool.
Unlike consumers, where being “cool” is often king, companies will only adopt new technology when it is able to demonstrate real tangible business value. So, for them, it has to be “useful” too.
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July 02, 2008 | Author: Gordon Loader The Power of Communications-Enabled Service Relaxing on vacation in Spain a few months ago, I was struck by the way exceptional customer service still has the power to "Wow!" the customer. Now, this wow factor wasn't anything to do with the service provided by the hotel staff, although this was faultless, it had to do with the activities of an organisation based thousands of miles away, in a different time zone, in a different land. More >> Permalink | Comments (1)
About Gordon
Gordon Loader is Senior Manager of Solutions Marketing for Avaya Europe, Middle East and Africa (EMEA). He and his team help businesses realize the benefits of emerging communications technologies. In addition to his experience in business development and technical sales at Avaya and Lucent Technologies, Gordon was a marketing leader at Aspect Communications in the UK and the US. He is a member of the Chartered Institute of Marketing.
Gordon enjoys watching and competing in sports and is a qualified hockey coach and longtime player/manager at the club level. He is a self-described "retired thrillseeker," having experienced an incident-packed Skeleton ride on the Lillehammer Bobsleigh course.
