Engaging the Enterprise By Patrick Gibbons Pat Gibbons, Senior Vice President of Marketing, will focus on ways organizations can get people engaged to make better use of customer insights to...

15 questions to deliver easier customer experiences

Our firm recently published an interesting B-to-B focused report on the importance of making it easy for your customers to do business with your company. The report, The Value of Making it Easy ...

Making it easy for customers is pretty difficult!

At a time when everyone is longing for simplicity, it seems the world has gotten very complex. Consider a few examples: Beer - 25 years ago there were only a handle of breweries. Now there are...

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...

The athlete's view

Like many, I've been watching the Olympics for the past week or so. In particular, I have been intrigued with the coverage which consists of cameras showing the competition from all kinds of different...

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...

'The CFO has been in charge far too long!'

Those were the words of a chief customer officer in a recent discussion about trends in customer experience management. It reminded me of the many challenges facing customer experience professionals...

Working through others to drive customer-focused results

Over the past few weeks I have contributed a series of blogs featuring several personas, or key individuals that are the most common and important users of customer intelligence. These are a few of...

David – The customer-focused executive

Top customer experience professionals know how to get things done. In particular, they know how to work through others to drive results. In a series of blog posts I’m taking a look at several personas...

Holly – The customer-focused product manager

Top customer experience professionals know how to get things done. In particular, they know how to work through others to drive results. In a series of blog posts I’m taking a look at several personas...

Dan – The customer-focused sales professional

Top customer experience professionals know how to get things done. In particular, they know how to work through others to drive results. In a series of blog posts I’m taking a look at several personas...

Cindy – The customer-focused technical support specialist

Top customer experience professionals know how to get things done. In particular, they know how to work through others to drive results. In a series of blog posts I’m taking a look at several personas...

Dennis – The customer-focused quality manager

Top customer experience professionals know how to get things done. In particular, they know how to work through others to drive results. In a series of blog posts I’m taking a look at several personas...

Julie – The customer-focused account manager

Top customer experience professionals know how to get things done. In particular, they know how to work through others to drive results. In a series of blog posts I’m taking a look at several personas...

Infographic - The Road to Customer-Focused Results

Customer-focused initiatives should be all about generating results for your company. Of course, like many things, it is much easier said than done. Achieving results is a bit like going on a...

Julie isn't customer focused and it's your fault

Julie is a strategic account manager. She manages a number of complex business accounts and each one of them involves multiple relationships that all are important to maintain. She is focused on the...

What it means to be customer intelligent

We have coined a phrase around our company: Be Customer Intelligent For years we have studied customer relationships and now, probably more than ever, customer continue to change. They are...

B-to-B CX is hot- at least to me!

The last business book I was reading took a familiar path when it came to the discussion of customer experience. They raved about Zappos, Southwest Airlines, and Apple. Yawn. Don't get me wrong - they...

'I heard what you had to say' can go a long way

One of the first rules of acting on customer insights is to simply let them know that you're listening. Unfortunately, too often, customers feel like their feedback goes into a deep dark black hole....

What about customers that didn't complain?

Predictive analytics and big data are some of the hottest buzzwords. So how can this be used to improve customer intelligence in service organizations? Here is one simple example: Large...

Are your customer initiatives lost in the clutter?

Although often overlooked, an essential element of well-run customer-focused initiatives is good communication. Too often, companies can get caught up in the details of gathering customer insights and...