Skip Prichard

JANUARY 14, 2020

As someone who has spent their career going inside organizations that do customer service extremely well – from Nordstrom, USAA, Southwest Airlines, Zappos , L.L. At Zappos, employees refer to themselves as Zapponians; their lobby gift shop is the Z’Boutique, the contact center is called the Customer Loyalty Team, and so forth.

Airlines 113

Airlines Mission Statement Customer Loyalty Mayo 113

Harvard Business Review

OCTOBER 7, 2014

We went straight to the frontline people to ask if it would grab consumers — and also if it would work with our B2B intermediary customers in stores where the custom orthotics stations would be placed. As a result, the custom orthotics line became an important profit driver for Consumer Healthcare. They said, “Yes.”

CEO 9

CEO Strategy Pharmaceuticals B2B 9

Harvard Business Review

APRIL 20, 2016

In the B2B world, it’s all about lead generation: getting people to hand over their email addresses and phone numbers so that you can spam and telemarket them into submission, where “submission” means actually buying your product. It’s going to take a combination of business innovation and personal responsibility.

Cost 8

Cost Marketing Content Media 8