Posts

Ownership is the First Step to Resolution

A common complaint voiced by customers dealing with a company’s support team is that they don’t feel that anyone has fully taken ownership of their issue. In our work with clients as well as my experiences in dealing with companies as a…

An Important Question for all CMO’s

Who is more important to you? Your current customers OR your prospective customers? A second question for you… Who is more important to you? Your current customers OR your prospective customers … as measured by the percentage of dollars…

Relationships Matter, but not in Isolation

As Ideba celebrates its ninth birthday, I thought it would be good to look back at three ingredients that have driven our success to date. Since inception we’ve seen a lot of changes within our client base – M&A activity, new offerings,…
rear view of businessman with case staring at blackboard with question marks drawn on it. concept of it raises too many questions

You Don’t Know What You Don’t Know

How do you know what your customer wants if you don’t take the time to ask them? And I don’t mean a generic online survey that is sent out after each purchase or experience. I am talking about a legitimate program that you use day in and…
frustrated traveler with luggage

Salvaging the Customer Relationship When Things Go Wrong

I love traveling, but detours and interruptions can make it incredibly frustrating. A recent travel experience reminded me that sometimes companies can’t fix their mistakes, but they can mitigate them effectively and leave customers feeling…

Help Me Help You, Times Two

Fans of the movie "Jerry Maguire" know the expression "help me help you" quite well.  The phrase came to mind while reading a blog entry from Hightail called The Agency Game: 10 tips for working with agencies, and some of the maxims struck…