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...

CX Hazards on the Road to Results

Driving business impacting results is one of the key responsibilities we all have as customer experience professionals.  While it is arguably one of the most important things we do, it is also one of...

Three information needs of the engineering organization

Here are three approaches to giving your engineers more customer insights: New Product Introduction (NPI) Feedback – In companies with a large product development focus, a lot of highly...

Using predictive analytics to drive proactive intervention

Customer insights obtained through surveys are becoming an increasingly important part of how service organizations are measuring their performance and driving improvements to customer relationships,...

Do your customers know you are listening?

One of the first rules of acting on customer insights is to simply let customers know that you're listening. Unfortunately, too often, customers feel like their feedback goes into a deep dark...

Increased Globalization Decreases Impact of Country-of-Origin Importance

I recently read an article in the Journal of International Marketing titled “Country-Specific Associations Made by Consumers:  A Dual-Coding Theory Perspective” authored by Marc Florian Herz and...

The Chief Customer Champion

Regardless of title, there must be someone in the organization – reporting to the CEO or other top executive – charged with creating a relentless focus on the customer throughout the enterprise....

Complaining, Switching, and/or Badmouthing

I recently read an article in the International Journal of Psychological Studies titled, “Drivers of Customers’ Reactions to Service Failures:  The Israeli Experience” authored by Aviv Shoham, Yossi...

Negative Social Media

I recently read an article in the Journal of Advertising Research titled, “The Power of Evil:  The Damage of Negative Social Media Strongly Outweigh Positive Contributions”, authored by...

Social Media Based Metrics – Significant Indicators of Firm Equity

I recently read an article titled, “Social Media and Firm Equity Value” by Xueming Luo, Jie Zhang, and Wenjing Duan.  I was interested to learn that while it is true that conventional...

Attitude or Habit

I recently read an article “Not All Repeat Customers are the Same:  Designing Effective Cross-Selling Promotion on the Basis of Attitudinal Loyalty and Habit” authored by Yuping Liu-Thompkins and...

KPIs May Not Be Positively Related

I just read an article in the 2013 September issue of Journal of Marketing titled, “Reexamining the Market Share – Customer Satisfaction Relationship” authored by Lopo L. Rego, Neil A. Morgan, and...

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...

Working through others to drive customer-focused results

Over the past few weeks I have contributed a series of blogs featuring several personas, or key individuals that are the most common and important users of customer intelligence. These are a few of...

David – The customer-focused executive

Top customer experience professionals know how to get things done. In particular, they know how to work through others to drive results. In a series of blog posts I’m taking a look at several personas...

Holly – The customer-focused product manager

Top customer experience professionals know how to get things done. In particular, they know how to work through others to drive results. In a series of blog posts I’m taking a look at several personas...

Dan – The customer-focused sales professional

Top customer experience professionals know how to get things done. In particular, they know how to work through others to drive results. In a series of blog posts I’m taking a look at several personas...

Cindy – The customer-focused technical support specialist

Top customer experience professionals know how to get things done. In particular, they know how to work through others to drive results. In a series of blog posts I’m taking a look at several personas...

Dennis – The customer-focused quality manager

Top customer experience professionals know how to get things done. In particular, they know how to work through others to drive results. In a series of blog posts I’m taking a look at several personas...

Julie – The customer-focused account manager

Top customer experience professionals know how to get things done. In particular, they know how to work through others to drive results. In a series of blog posts I’m taking a look at several personas...