Customer strategists can’t do it alone. They need an army of
ambassadors to make sure people are aware of the organization’s
customer initiatives and that a customer-focused spirit is
engrained in the...
Over the past few months, I have been facilitating action planning
workshops with a client who is in the first year of their customer
listening program. Much of our focus has been on educating
Last week I had the pleasure of reading a blog post by Bill
Schmarzo of EMC, in which he talks about how BIG DATA can help
answer the question Who are my Most Important Customers? And
if you can get...
Take a look at this email example - does it look at all
familiar?From: email@example.com To: firstname.lastname@example.org Subject: Really
long message with lots of details… Dear Everyone in...
If you tweet it, will someone come running? That's how I started my
last blog entry. This time, I'm starting to wonder if that's
exactly what might happen. If nothing else, I have a pretty cool
I wonder if you can't quickly check true customer focused
leadership by simply looking for tangible evidence -- the
initiatives, projects, metrics, etc., designed to deliver more
value to customers....
The last question we asked customer strategists at Forrester's
Customer Experience Forum was about their top challenges. The list
of choices was taken from Walker's six essential elements for
Be FAT. Flexible. Adaptable. Teachable. That’s
all they asked of us – a group of people participating on a mission
trip to Haiti. That’s all they asked, but it wasn’t always
easy.We came together from...
Impact is what voice-of-the-customer strategies are all about.
Impact on customer relationships. Impact on customer retention.
Impact on customer service. And ultimately, impact on business
I think there are three types of CEOs when it comes to
voice-of-the-customer strategies:The kind that are focused on other
things - financial management, operational efficiency, or any
number of other...
I recently spoke with a customer experience professional who
described their process for gathering customer feedback, analyzing
the information, and sharing it with others in his company. They