Playbooks are everywhere today. I can’t imagine that there
are any professional sports teams out there that do not have a
playbook they use for each and every game. Behind those
playbooks are data –...
Information gathering forms the foundation of a successful customer
listening system, and ensures a company has the right inputs to
drive meaningful actions that will impact business performance.
If you’ve read any of my recent blog posts, you know that I have
been pushing for the consideration of “trust” within evaluations of
the customer experience. Today I read an article in the
Customer strategists must anticipate all the twists and turns,
ups and downs that can derail their customer strategy. Here are
three tools that can help keep you on track: Have a good ROI
Action planning can become more effective by following these five
stages: Nail the pain - fix on a key driver of customer loyalty
needing improvement. Nail the solution - obtain customer reactions
As customer strategists, we love to hear stories about how customer
insights have been used to drive meaningful results in our
organizations. Unfortunately the road to achieving these
results can be...