Using Video to Communicate Your Message

An effective method of communicating is to get your CEO or corporate sponsor to create a short motivational video. A personal message from the CEO will encourage employees to take notice of...

Tips to personalization

Customers will expect companies to know their business inside and out and use their knowledge to design products and services that create a “frictionless” experience. To do this companies must: Engage...

Foolish CX - What are our top blunders?

April Fools' Day will be here soon and I'm getting ready! No, I'm not planning any practical jokes to spring on my colleagues. However, we decided that for one day out of the year we could take a look...

Defining Big Data, it's all about the analytics

As is true of most analytic types, I've grown tired of the hype and hub-bub surrounding Big Data, but I love having lot's of data to analyze. So, I am accepting of the furor for the fact that it...

Engaging sales in customer feedback

Customer feedback programs can reveal new business opportunities.  When sharing new opportunities with Sales, focus on these three things: What is the opportunity Why is the lead “good” and worth...

TL;DR - Why Text Analytics Matters So Much

"Too long; didn't read."   Yup, sounds familiar. I'll admit that there are a few times this little phrase has flitted across my mind as I clicked from the middle of a 1,000-word article of substance...

3 Suggestions for Tackling Text Analytics

Text analytics certainly has left me scratching my head a few times. Aside from figuring out what it even is, learning how to work with it took excessive time, patience, and - let's be honest here -...

The right metric

Here are three things to consider with customer metrics: Find the right customer metric. That will depend on your industry and your business, and might include loyalty, Net Promoter, commitment,...

Approaches to Innovation

Today I read an article in the Harvard Business Review (Jan-Feb 2014 Issue) titled “The New Patterns of Innovation” by Rashik Parmar, Ian Mackenzie, David Cohn, and David Gann.  The premise of the...

The biggest benefit of Journey Mapping

What do you think is the biggest benefit of journey mapping? This is fresh on my mind since I recently participated in a journey mapping workshop. The workshops are the heart of journey mapping. This...

Online Advertising: Specific or Generic?

I recently enjoyed an article titled, “When Does Retargeting Work?  Information Specificity in Online Advertising” in the Journal of Marketing Research, October 2013, authored by Anja Lambrecht and...

Is the Customer Always King?

I recently enjoyed an article titled “As They Sow, So Shall They Reap:  Customers’ Influence on Customer Satisfaction at the Customer Interface” authored by Ruth M. Stock and Marei Bednarek in the...

Using the results from Journey Mapping

Once you have completed a journey map, there are several keys ways you can continue to the use the information you obtained. Design a customer listening system Use in communication, both internally...

Three phases to Predictive Analytics

A predictive analytics project generally has three cyclical phases: Assessment phase is used to explore the business question. Analysts ask questions such as, what are the key customer interactions...

Four ways to grow your company through innovation

Your voice-of-the-customer initiative can be one of the greatest sources for innovative new products and services. Here are four ways to grow through innovation. Integrate customer insights...

Benefits of account engagement

Account Engagement simply means using customer feedback at the account level for identifying account needs, having a follow up dialogue, and resolving issues. Here are several benefits to account...

Big data

Companies today are challenged with having an overabundance of information about their customers. Here are some tips to help you manage the problem of Big Data: Focus on something customers and the...

World-class relevance and alignment

Customer initiatives become more relevant when people at all levels in the workplace understand its purpose and how it is aligned with their individual job responsibilities. To achieve relevance...

Time to start a Journey Map

If your company is challenged with being data rich and insight poor, one place to start is the journey map. Journey maps (or touch point mapping) is a step-wise collaborative process that engages both...

Four elements to drive action

Here are four key elements that would apply to almost any organization that make action possible: Organization – You need the right team structure to effectively deploy your customer strategies. This...