Tips to effectively work with Strategic Account Managers

The customer intelligence you provide to a Strategic Account Manager (SAM) must help them retain and grow their accounts. Keys to making this happen include: Easy access – Integrate...

One tip for using text analtyics for survey responses

Today, companies that implement relationship and transactional surveys often rely on text analytics to synthesize and analyze customer comments. When using text analytics with survey responses, it's...

Three steps to drive results

The framework features three important steps in your journey to drive results. Destination - An important aspect of results is establishing your destination…what are you setting out trying to achieve?...

Three activities for engaging company leaders

Focus on these three activities to gain support from senior leaders: The payoff - show senior leaders that customer-focused actions have an impact on the business. The plan - Share the framework for...

Five questions to ask before you take action

Here are five key questions all Customer Experience (CX) professionals must ask. Do we have the right culture? Possibly the toughest aspect to control is the culture of the organization. The company...

The role of social media in CX

Social media can increase the value of CX by enriching the content, quality, and speed of insights delivered. However, before getting involved in social media activities, CX professionals must have...

The 5-Second Pause

I recently read an article on LinkedIn that recommends interviewers pause for 5 seconds after an interviewee answers a question. This allows the interviewee additional time to elaborate on a...

Tips to improve your visuals in communications

Visuals are a powerful way to communicate customer intelligence. There are so many different ways to visualize customer feedback. You can use graphs, bubble charts, customer comments, summary words,...

Creating a holistic customer view

Customer metrics of the future will be highly customized and targeted. In an effort to create a holistic view of the customer, organizations should consider four factors: Product Usage - companies...

Tips for interacting with customers

Here is a four step analytical plan for companies who are looking to identify targets for a new sales opportunity: Step One: identify who has already purchased and who hasn’t – the wins and...

The Importance of Simplicity

I am a huge Amazon fan – they have really simplified my life.  It is so easy to order any kind of product – from shoes and clothes to regular household items, I often find myself executing...

Defining Big Data, it's all about the analytics

As is true of most analytic types, I've grown tired of the hype and hub-bub surrounding Big Data, but I love having lot's of data to analyze. So, I am accepting of the furor for the fact that it...

Foolish CX - What are our top blunders?

April Fools' Day will be here soon and I'm getting ready! No, I'm not planning any practical jokes to spring on my colleagues. However, we decided that for one day out of the year we could take a look...

Engaging sales in customer feedback

Customer feedback programs can reveal new business opportunities.  When sharing new opportunities with Sales, focus on these three things: What is the opportunity Why is the lead “good” and worth...

3 Suggestions for Tackling Text Analytics

Text analytics certainly has left me scratching my head a few times. Aside from figuring out what it even is, learning how to work with it took excessive time, patience, and - let's be honest here -...

Know your audience

Before sending communications about your customer experience initiative, start by defining the audience. Do this by answering these three questions: Who needs to know about this? What are they focused...

Three ways to grow your company through increased market share

Why do customers buy from you? More specifically, why do your best customers buy from you? Answering those questions can be the first step to having a voice-of-the-customer strategy that helps you...

Price Perceptions

Today I read an article in the Journal of Marketing (November 2013 issue) titled “Low Prices are Just the Beginning:  Price Image in Retail Management” by Ryan Hamilton and Alexander Chernev.  The...

Three phases to Predictive Analytics

A predictive analytics project generally has three cyclical phases: Assessment phase is used to explore the business question. Analysts ask questions such as, what are the key customer interactions...

Super Bowl Time Again – A Good Reminder of the Importance of PR

Today I read an article in the Jan-Feb 2014 issue of Harvard Business Review titled, “SodaStream’s CEO on Turning a Banned Super Bowl Ad into Marketing Gold” by Daniel Birnbaum.  First let me just...