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
Everyone agrees when customers share their insights, employees
should put them to use. So why is it so hard? Without a doubt,
taking action on customer insights is the number one challenge of
“Just install a new ceiling fan.” That was the simple direction
from Mark Juleen, V.P. of Marketing from J.C. Hart, a prominent
builder, developer, and manager of apartment complexes. Here’s the
When the "Ultimate Question" is all you ask me, it doesn't feel
right. In fact it bugs me!I recently logged into an online
application and up popped the following one-question survey: "How
One day a customer was in our offices and noticed something that
never even crossed my mind. The client mentioned to me, "Hey
that's funny, was that done on purpose?" I looked with a
blank stare and...
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...
Do you ever tack one on? Tacking one on is when you get to the end
of a project or task and you go even further. Here's a
personal example - one of my favorite hobbies is running. When
I set out for a...
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
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
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