Blog & Articles
Robert has published more than 150 columns, articles, white papers, and research studies on relationship. In addition to being a regular contributor at Huffington Post, his work has been published and discussed in Forbes, American Banker, Sales & Marketing Management magazine, The CEO Magazine, ABA Bank Marketing magazine, Computerworld, The Daily Beast, Business Week, The Dallas Morning News, Los Angeles Times, The Detroit News, The Indianapolis Star and in international publications including Sydney Morning News (Australia), European Financial Management Association (London) and Relational Thinking Network (Cambridge, UK).
…the intuition there wasn’t simply ‘How do we best help people fix their computers?’ It was ‘How do we restore and enhance customer relationships?’ – Ron Johnson, on Apple’s Genius Bar, “Retail Isn’t Broken, Stores Are,” Harvard Business Review December 2011
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There is much debate about the role of the branch in the midst of the multi-channel explosion where transactions can be conducted by a multitude of increasingly mobile electronic devices such as cell phones and tablets. Of particular challenge […]