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...

What Makes Companies in the Walker Index So Special (Part 4)?

This is the fourth part of our ongoing series designed to understand some of the dynamics that help explain how companies in the Walker Index outperform the market by over six-to-one. So far, we have...

What Makes Companies in the Walker Index So Special (Part 3)?

This is the third part of our ongoing series to understand some of the dynamics that explain how companies in the Walker Index outperform the market by more than six-to-one. In the first two segments,...

What Makes Companies in the Walker Index So Special (Part 2)?

In my last blog, I offered a hypothesis about why companies in the Walker Index tend to outperform the broader market indices by a factor of at least 6:1. The theory is that companies that have...

What Makes Companies in the Walker Index So Special?

When we show customers and prospects The Walker Index, we generally get two questions:1)      Can I invest in that index? The answer is no – the Index is a “virtual” fund made up of our...

Epsilon’s System Security Failure and How it Will Impact Customer Listening Initiatives

If you are like me, you have likely received a number of email notifications from companies stating that your email address may have been compromised. As a result of a security breach at...

The Current State of Customer Loyalty – What Can Employees Do About It?

In my last blog, I provided some thoughts about how companies may elect to react to evidence that suggests that customer and employee sentiment may be on the decline. In this final entry of...

The Current State of Customer Loyalty – What Can Companies Do About It?

In my last blog, I shared some evidence that suggests that customer sentiment is on the decline, which I hypothesized was a function of the economy. The bottom line was that left unchecked, this...

What is The Current State of Customer Loyalty?

Is customer loyalty on the decline or improving? We often find that clients want to evaluate their own performance relative to the “norm.” It is always good to look above and beyond your own data as a...

You can't avoid complexity

In my last post I made the case for a new "dominant logic" or orienting philosophy that companies should embrace called service-dominant logic. There are a lot of important elements to this logic, so...

The centrality of partnership

"There is only one valid definition of business purpose: to create a customer." - Peter Drucker (1954)"The aim of marketing is to know and understand the customer so well that the product or...

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...

Five Trends We Can See From Examining the 2010 1to1 Customer Champions – Part 5

This is the fifth 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.Part four of...

Five Trends We Can See From Examining the 2010 1to1 Customer Champions – Part 4

This is the fourth 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.In my last entry,...

Five Trends We Can See From Examining the 2010 1to1 Customer Champions – Part 3

This is the third 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.My last blog focused...

Five Trends We Can See From Examining the 2010 1to1 Customer Champions – Part 2

This is the second 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.In my last blog,...

Five Trends We Can See From Examining the 2010 1to1 Customer Champions – Part 1

The 2010 Customer Champion awards from 1to1 Magazine were recently announced. We at Walker were particularly proud to see our client Gloria Berndl, from CDW, earn some well-deserved recognition...

We have all this data, but does it agree?

Remember back to a few weeks ago, we were discussing the topic of incorporating operational data or any other information we keep on our customers with their survey data to help us get a...

Gap Analysis Has Its Place

Companies increasingly understand the importance of developing strong relationships with their customers, and they use customer feedback assessment as a tool for doing so. They are also aware that the...

We have all this data, but should we use it?

Remembering back to my last post, the amount of data kept on a customer is increasing within organizations and tying this data to customer survey data could help us gain better insights into...