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...
Serving customers in a way that creates a loyal following is hard.
Add in the complexities created by an indirect go-to-market
strategy and the degree of difficulty rivals the reverse 4 ½
I think it is a little ironic. Customer strategists are frequently
charged with collecting insights from thousands of customers. And
yet, if you ask them if their own people are putting those
This is the fourth part of our ongoing series designed to
understand some of the dynamics that help explain how companies in
the Walker Index outperform the market by over six-to-one. So far,