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...

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...

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...

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...

Good Strategists Use Customer Performance Metrics

Today I read an article in the January – February issue of Harvard Business Review titled, “The Big Lie of Strategic Planning” by Roger L. Martin.  Martin’s article outlines the differences between...

The biggest benefit of Journey Mapping

What do you think is the biggest benefit of journey mapping? This is fresh on my mind since I recently participated in a journey mapping workshop. The workshops are the heart of journey mapping. This...

Online Advertising: Specific or Generic?

I recently enjoyed an article titled, “When Does Retargeting Work?  Information Specificity in Online Advertising” in the Journal of Marketing Research, October 2013, authored by Anja Lambrecht and...

Is the Customer Always King?

I recently enjoyed an article titled “As They Sow, So Shall They Reap:  Customers’ Influence on Customer Satisfaction at the Customer Interface” authored by Ruth M. Stock and Marei Bednarek in the...

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...

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...

Three P's for measuring the value of customers

Consider the "Three P's" as a framework for considering the overall strategic value of a customer: Payoff - A financial measure is absolutely an important element to include. Sales or revenue is...

Big data

Companies today are challenged with having an overabundance of information about their customers. Here are some tips to help you manage the problem of Big Data: Focus on something customers and the...

Six tips for customer due diligence the right way

Customer due diligence can be a powerful exercise that can add value not only during the negotiation and purchase of an organization, but also during the subsequent integrations (where most...

Triggers for reconsidering your key performance indicator

Here are four signs it is time to change your company’s key performance indicator (KPI): Company has achieved high/best in class results Desire to focus efforts on specific outcomes and customer...

World-class relevance and alignment

Customer initiatives become more relevant when people at all levels in the workplace understand its purpose and how it is aligned with their individual job responsibilities. To achieve relevance...

Time to start a Journey Map

If your company is challenged with being data rich and insight poor, one place to start is the journey map. Journey maps (or touch point mapping) is a step-wise collaborative process that engages both...

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...