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...

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...

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...

"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...

Three information needs of the engineering organization

Here are three approaches to giving your engineers more customer insights: New Product Introduction (NPI) Feedback – In companies with a large product development focus, a lot of highly...

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...

Innovative Brands Can Advertise Atypically with Success

I recently read an article titled “How Brand Innovativeness Creates Advertising Flexibility” by Michael J. Barone and Robert D. Jewell courtesy of the Journal of the Academy of Marketing Sciences.  In...

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...

Working through others to drive customer-focused results

Over the past few weeks I have contributed a series of blogs featuring several personas, or key individuals that are the most common and important users of customer intelligence. These are a few of...

David – The customer-focused executive

Top customer experience professionals know how to get things done. In particular, they know how to work through others to drive results. In a series of blog posts I’m taking a look at several personas...

Dennis – The customer-focused quality manager

Top customer experience professionals know how to get things done. In particular, they know how to work through others to drive results. In a series of blog posts I’m taking a look at several personas...

Julie – The customer-focused account manager

Top customer experience professionals know how to get things done. In particular, they know how to work through others to drive results. In a series of blog posts I’m taking a look at several personas...

Five Ways to Close Your Presentations

It is the time to present the results of your Customer Feedback program. You’ve done your homework, your audience is engaged, and your delivery has been perfect.  However, you lose them at the end....

Complementary Goods – Competition May Be Key

I recently read an "advance article" in Marketing Science called “Complementary Goods:  Creating, Capturing, and Competing for Value” authored by Taylan Yalcin, Elie Ofek, Oded Koenigsberg, and Eyal...

Making Loyalty Actionable

Taking action is widely mentioned as the top challenge in a customer listening initiative or voice-of-the-customer strategy. One method to making customer loyalty more actionable is to begin with a...

Three benefits of using social media discussions

Companies can enhance their customer retention strategies by combining the solicited feedback from their customer survey programs, complaint management systems, and sponsored communities with the...

Three Benefits to Journey Mapping

Customer journey maps are a tool for direction; the ultimate goal is delivering an experience that customers value.  Journey Mapping achieves the following: Gets the right people engaged - Journey...

Customer Expectations in the Future

Imagine it is the year 2020, here’s what your customers will expect: Personalization: Customers will expect companies to know their business intimately and personalize the experience. Speed: Customers...

Can the Snuggie Hype be Replicated?

A few months ago I was watching ABC’s Shark Tank and a “Swilt” (a sweater and a blanket combo) was the first pitch of the night.   One of the very astute entrepreneurs made the observation that the...

Online community forums impact perceptions of overall service quality

I recently read an article in the World Applied Sciences Journal called “The Impact of Online Customer Experience (OCE) on Service Quality in Malaysia”.  The authors, Mehrdad Salehi, Meysam, Salimi,...