An alternative to customer effort score

The Customer Effort Score (CES) appears to be the new shiny object among customer experience professionals. With the urgency to simplify products and services, an attraction to this metric...

B-to-B companies need to create a new benchmark

One common question we hear from business leaders is, "How do our customer experience scores compare to others?" Having this comparison is valuable if you define "others" in broad terms. In the...

Acquisitions Can Result in Increased Innovation

I recently enjoyed an article titled “Building an Innovation Base:  Exploring the Role of Acquisition Behavior” by Saurabh Mishra and Rebecca J. Slotegraaf in the Journal of the Academy of Marketing...

Are your customers in demand?

A wise man once told me a secret to success is to be in demand. Well, that makes sense. Right? But, like most things, being in demand is easier said than done. As a customer experience professional,...

One man's trash is another man's veracity

As many of you may know, Big Data has added a 4th 'V' to it's definition - the concept of Veracity. Oh wait, apparently a 5th and 6th 'V' have been added - Value and Viability. A 7th? Not yet? It's...

Three Benefits to Journey Mapping

Customer journey maps are a tool for direction; the ultimate goal is delivering an experience that customers value.  Journey Mapping achieves the following: Gets the right people engaged - Journey...

Putting the center at the center of the business

At the Strategic Account Management Association's (SAMA) 49th annual conference, the conversation focused on putting the customer at the center of the business. While this conference was for SAMs, the...

Three tools to sustain VoC program momentum

Customer strategists must anticipate all the twists and turns, ups and downs that can derail their customer strategy. Here are three tools that can help keep you on track: Have a good ROI statement....

What issues will impact customer loyalty in 2013?

As January comes to a close, I thought it might be beneficial to pause for a moment and provide some thoughts on what trends we see emerging in the science of customer listening. Over the next several...

Look to Your Customers to Find Your Way

There is no better compass for business than customers. Companies should seek to understand the following about their customers: Where their business is headed: Find out what they think is happening...

Three examples of predictive analytics

Predictive analytics leverages a variety of techniques that use current and historical data to make predictions about the future. Predictive analytics has tremendous value for customer...

Advice from one customer strategist

In this video, Jim Bampos, Vice President of Total Customer Experience at EMC shares EMC’s outside-in culture to create a successful environment for customers and EMC. When asked, “What did you learn...

5 Common Mistakes Business Acquirers Make With Customers

When companies acquire other companies, much attention is given to how to make the deal as successful as possible as quickly as possible (for publicly traded companies a successful deal is usually...

Incentivizing Your Team

For some reason, I’ve been hearing a lot of discussion about linking customer feedback to incentive compensation plans lately. This edition of Walker Weekly noted including customer feedback in...

Making marketing research a strategic partner

I was cleaning off my desk today and found an article I meant to blog about back in March. The article is a few months old but the subject is timeless. (It's not as old as the article from...

The unique perspective of the channel

While Channel Partners are customers too, unlike the traditional customer, partners are able to provide a unique perspective. When it comes to Voice of Partner versus Voice of Customer survey...

Product-focused or customer-centric

This is a false dichotomy. My previous blogs on service-dominant logic tried to make this point in a broad, theoretical way. This post will try to give a concrete illustration of those...

For customer focused leadership, be innovative....and lean

Many companies struggle when it comes to actually enhancing the customer experience. Even after customer initiatives are planned, time may pass and leaders wonder why customer scores aren't improving....

Look to Your Customers to Find Your Way

There is a saying (the only attribution I can find is that it comes from a fortune cookie!) that goes, “Though we cannot change the direction of the wind, we can adjust our sails.” With...

Tools to sustain momentum

Customer strategists must anticipate all the twists and turns and ups and downs that can derail their customer strategy. This was the topic of my last blog, which encouraged customer strategists...