How CX can support executive sponsors

Executive sponsor programs are becoming increasingly more popular and valuable for B-to-B companies. These programs pair executives from the customer and provider-sides with the intent of building...

Putting the Pieces Together for a Holistic Customer View

Right out of the gate it was clear why the software as a service company was embarking on their customer experience journey. As the Chief Customer Officer explained at the VoC kick-off meeting, they...

Tough Decisions

Wednesday of this week was the 150th anniversary of the death of President Abraham Lincoln. Lincoln was a complicated man and had a complicated presidency, presiding over the Civil War, signing...

Ten Quotes For CX Professionals

Here are some of my favorite quotes for CX professionals. What are your favorites? 1. "Unless someone like you cares a whole awful lot, Nothing is going to get better. It's not."  - Dr. Seuss Creating...

Tips to creating a business question

What is the real question you want your CX program to answer? Here are some tips to establishing the business question: Start with a clear understanding of what customers are trying to...

Insights from Big Data

With the growing amount of data available in companies today, professionals are asking “How do we use this data to create meaningful insights that give us a competitive advantage?” Here are six steps...

How Uniquely Valuable are the Best Strategic Account Managers? -- 'Count the Ways...'

In thinking about the best account managers; those managing growing, profitable customer accounts, thoughts naturally go to being skilled in communicating, relationship-building and sharing product...

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...