Launching a new voice of the customer initiative is a big
undertaking. Unfortunately too many companies do just that – they
launch! They charge into an initiative without taking the time to
Usually when we think of relationships, we think of having a
connection with another person. Relationships are so
important that Facebook profiles indicate you are “in a
relationship” when you have a...
Customer strategists continue to look for creative ways to share
their message and to inform others. They are looking for ways to
demonstrate why customer focus is important to the business
Taking action is the most commonly mentioned obstacle when
discussing voice-of-the-customer strategies. In many organizations,
particularly those that are large and complex, it is incredibly
Many companies struggle when it comes to actually enhancing the
customer experience. Even after customer initiatives are planned,
time may pass and leaders wonder why customer scores aren't
As a customer strategist, your role is to help your organization
listen to customers and develop customer strategies that will help
to earn more from customer relationships. (e.g.
It is a fair bet that all across corporate America, moms and dads
are currently embroiled in a familiar marketing challenge – selling
their daughter’s Girl Scout cookies to their colleagues. I’m new...
Have you ever had a two-by-four moment? By that, I mean an
“a-ha” experience. It’s like someone hit you with a
two-by-four and all of a sudden you have clarity about the
situation. You see things in a...