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Customer Engagement in the News – Weekly Roundup 4/21

AT&T calls on ‘lab’ stores to lead a retail revolution

By Roger Cheng, CNET, April 17, 2014

CNET takes a trip to AT&T Mobility’s headquarters in Atlanta to check out the carrier’s vision for the future of phone shopping.

Why Reps Can’t Sell. It’s the (Selling) System, Stupid!

By Bob Thompson, CustomerThink, April 17, 2014

Two words for sales reps trying to get time with Pete Sattler, CIO of International Flavors & Fragrances: Lotsa Luck. You’ll need it, because you won’t get past his defenses aimed at avoiding time-wasting reps that pitch …

Beyond Engagement: Employee Advocacy – What’s In It For My Business?

By Mike Bailey, Social Media today, April 17, 2014

A successful employee advocacy program relies on engaged employees becoming brand ambassadors – how much convincing do you need? For now, set aside the excellent financial returns from employee advocacy. Let’s look at the practical contribution that a well-structured program brings to a business.

Crocs shows in-store technology and assisted selling works

By Ben Davis, Econsultancy, April 14, 2014

There’s a healthy scepticism around in-store technology. Many doubt that all of the examples out there are actually wanted by the consumer.  The challenge is to find technology that can add value for the retailer, without disrupting the magic of in-store shopping and customer service that the consumer already loves.

Why are so many customer loyalty programmes under-performing?

By Neil Davey,, April 16, 2014

Is your loyalty programme actually costing you money?

The CMO is Dead: CMOs Use Big Data To Become Chief Revenue And Innovation Officers

By Dr. Natalie Petouhoff, Constellation Research Inc., April 13, 2014

I know you’ve seen these types of dramatic headlines before: The CMO is dead. But in actuality, the roles in marketing, sales, and customer service that once governed how business “gets done” are shifting. This best practices report, Data-Driven Marketing Campaign Optimization is about how CMOs can use big data and analytics to transform marketing campaign decision-making and advance corporate innovation and revenue.

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