Two approaches to engaging your stakeholders

With so many gadgets and communication devices, it is easy to get disconnected. More and more conversations are taking place via e-mail, instant messaging, text messaging, etc. without sitting down...

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...

Are customer issues visible throughout your company?

How do you know if customer issues are visible throughout your company? The following questions may help you answer this: Are customer issues featured in company-wide communications? Do the CEO and...

Tips to satisfy customers’ real-time needs

Customers will want to do business with companies that keep them on their toes and are always one step ahead with solutions for tackling the next problem or issue. Customers will appreciate futuristic...

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...

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...

Best practices for communicating action

As a customer strategist, you need to do your due diligence to ensure your message is reinforced. Whatever you do, don’t just deliver your message and walk away. The message needs to be consistent and...

Tips to personalization

Customers will expect companies to know their business inside and out and use their knowledge to design products and services that create a “frictionless” experience. To do this companies must: Engage...

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...

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...

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...

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...

TL;DR - Why Text Analytics Matters So Much

"Too long; didn't read."   Yup, sounds familiar. I'll admit that there are a few times this little phrase has flitted across my mind as I clicked from the middle of a 1,000-word article of substance...

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...

The need for speed

Speed is having a profound impact on companies. Take product innovation for example. The pace of innovation continues to accelerate giving customers more options and making customer relationships more...

The athlete's view

Like many, I've been watching the Olympics for the past week or so. In particular, I have been intrigued with the coverage which consists of cameras showing the competition from all kinds of different...

The right metric

Here are three things to consider with customer metrics: Find the right customer metric. That will depend on your industry and your business, and might include loyalty, Net Promoter, commitment,...

Consummatory Images

I recently read an article in the Journal of Marketing (September 2013 issue) titled “How Images of Other Consumers Influence Subsequent Taste Perceptions” by Morgan Poor, Adam Duhacheck, and H....