Three tips to help rise above the clutter

Here are three tips for getting people to take notice in the customer experience initiatives: Brand it. Come up with a good name and logo to represent your customer experience initiative. Too often...

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: Don't Be Tricked by Text Analytics

Does your text analytics implementation or VoC program seem like a joke? If so, maybe you're falling for one of these blunders: Not listening appropriately: Not all data is created equally. Having...

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 -...

Approaches to Innovation

Today I read an article in the Harvard Business Review (Jan-Feb 2014 Issue) titled “The New Patterns of Innovation” by Rashik Parmar, Ian Mackenzie, David Cohn, and David Gann.  The premise of the...

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...

Customer Experience Promoting Collaboration

Customer Experience (CX) leaders find themselves uniquely positioned to foster collaboration between functions and with customers. As one example, CX often builds an advocacy network of leaders from...

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...

"I'd rather do it myself!"

The 1960's housewife screamed, "Mother, I'd rather do it myself!" to her mother or in-law trying to help in her kitchen. I remember how this byline in a headache medicine commercial was repeated...

Four ways to enable customer-facing teams

Enable sales, account and customer support leaders to more effectively use customer feedback by: Sharing the right information and teaching them how to use it. Craft reports to hone in on the team's...

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....

Increasing the Punch of Positive Online Reviews

I recently read an article in the Journal of Marketing Research (August 2013) titled “Temporal Contiguity and Negativity Bias in the Impact of Online Word of Mouth” authored by Zoey Chen and Nicholas...

'The CFO has been in charge far too long!'

Those were the words of a chief customer officer in a recent discussion about trends in customer experience management. It reminded me of the many challenges facing customer experience professionals...

Customer Experience Fitness

Customer experience professionals are like fitness instructors and here are two fitness principles that we must apply: Muscle memory: This is the process of repeating a task so that when the task...

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...

Customer Referral Programs Work Not Only for Customer Acquisition

I recently read an article from the July 2013 Journal of Marketing issue titled, “Growing Existing Customers’ Revenue Streams Through Customer Referral Programs” authored by Ina Garnefeld,...

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...

More than Just Silos – But the Entire Journey

I just read an article in the September 2013 Harvard Business Review titled, “The Truth About Customer Experience” by Alex Rawson, Ewan Duncan, and Conor Jones. This article really made me think about...

State Farm: Like a Really Bad Neighbor

I have blogged several times about the link between employee behaviors and customer behaviors.  I wanted to provide a real life example, back in March we had a house fire.  Our outside A/C unit blew...

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...