In this blog, Harley Manning shares insights on what "separated the
winners from the contenders" in Forrester's Voice of the Customer
Awards. His advice: "If you're running a VoC program, please
In this article, Ivan Pollard, Coca-Cola's vice president
for global connections talks about creativity. He
says, "I think the best definition of creativity I ever heard
was 'Somebody who is able to...
Try expressing uncertainty. It might work.Research from Zakary
Tormala of Stanford Business School shows that experts who express
some uncertainty can be more compelling and more likely to capture
After you connect your customer listening program to the
business strategy, you have to use your voice of the
customer program to drive business results. The only way to do
this is to close the loop...
At our 2010 Walker Fall Forum, we asked clients to tackle common
challenges for the customer strategist. One of the scenarios
we covered was:Our company has a regular process for strategic
If they don't now, they probably will in the
future.Recently, Gap sparked its passionate customer base
by changing its logo to reflect a more modern image. The
response from Gap customers was loud and...
In our business, executive engagement refers to engaging
executives in the process of customer centric business strategies.
Recently, at a Walker Fall Forum, one client suggested we call
My usage of Facebook has recently evolved from staying in touch
with friends and family to accessing information that helps me
in my job as a customer strategist. Below are the Facebook fan
Have you considered your customer's tolerance for interacting
with service and support? One way to think about customer
tolerance is to consider the perceived complexity of the issue
that prompted the ...