World-Class Information Gathering

Information gathering forms the foundation of a successful customer listening system, and ensures a company has the right inputs to drive meaningful actions that will impact business performance. Here...

Pass the insights, please

In my last post I made the case that the future of business will require more reliance on powerful, computer-based analytics that interact with (not supplant) skilled data scientists who bring both...

Augmenting human decision-making

A recent TED Talk by Shyam Sankar (also the subject of this recent blog post by Leslie Pagel) nicely argues that man-machine cooperation is the real story of technological development. In a 2010...

My data's not BIG! Are you sure?

If you've been alive and reading anything published in the last year, you've probably seen two terms - Big Data and The Cloud (a great name for an indie electronic synth-pop band, btw). I have...

What are your customers going to do?

In today’s economy, many businesses can’t afford to manage customer relationships the same way they always have.  They don’t want to operate in a reactive mode.  They can’t just rely on intuition to...

Three Reasons Strategies Fail

I was recently with a business strategist from a Fortune 500 company who stated there were ultimately three reasons corporate strategies fail. Even though he was speaking of overarching corporate...

Launching VoC strategies - 11 key factors

Launching a new voice of the customer initiative is a big undertaking. Unfortunately too many companies do just that – they launch! They charge into an initiative without taking the time to develop a...

Ladies, have another cup of joe… and a lesson on segmentation

I have a new baby boy at home, and after a pretty sleepless night, this morning’s HBR “daily stat” about caffeine consumption caught my eye.  A group in the UK studied the effects of caffeine...

Three reasons to use unstructured data

From the tools, to the methodology, data analysis, and corporate structures, it is safe to say that customer experience strategy has evolved significantly over the last several years. One approach...

Five Trends We Can See From Examining the 2010 1to1 Customer Champions – Wrap-Up and Recommendations

This is the sixth and final part of a multi-part series on the trends we are observing among the 1to1 Customer Champions with respect to their efforts to build a customer-focused culture.Over the...

How to Succeed in Business – Mergers & Acquisitions Edition

In a recent article for BusinessWeek, Mark Johnson discusses mergers and acquisitions and how to increase the probability of success. Johnson points out the familiar statistic that 80% of acquisitions...

The moderation of customer focus

Without a doubt my favorite statistical effect is the moderator effect. The technical definition of a moderator effect is a "variable that affects the direction and/or strength of the relation between...

What's March Madness got to do with revenue growth?

As we head into Final Four weekend it got me thinking about the keys to winning basketball games. Being from Indianapolis, I couldn’t help but reflect on the Butler victories in my analysis. Here are...

A broader orientation for being customer focused

"Strategy has to be based on information about markets, customers, and non-customers...Major changes always start outside an organization." Peter Drucker 1999 As I mentioned last week, the idea of...

Customer Capitalism: Does It Pay Off?

A recent Harvard Business Review article suggests a new management paradigm is developing. In “The Age of Customer Capitalism,” Roger Martin provides a brief history of management theory; simply...

Health Care Reform and Customer Loyalty Analysis, Part 3

Over my last two blogs, I have taken a decidedly apolitical view of some of the data used in the debate around healthcare reform in the U.S. and provided some commentary on why the data used may...

I will get to that sometime tomorrow?

What is the primary difference between your company and the global market leader in your industry?  If you are, in fact, the global market leader in your industry, what separates you from all those...

Extracting Business Insights: Two Types of Insights

This is the second posting in a four-part series on business insights.My first posting in this series introduced the reader to a recent article on extracting business insights from data,...

Customer Insights = Better Decisions

I’m a baseball fan (as hard as it may be these days). I played a lot of baseball when I was younger and now just watch from a safe distance. Baseball players are a funny breed....

The Hierarchy of Engagement

Sometimes it helps to have a framework.Frameworks are useful when you are trying to sort out a problem or figure out an issue. Say you’re trying to develop a business strategy. A common place to start...