CX Hazards on the Road to Results

Driving business impacting results is one of the key responsibilities we all have as customer experience professionals.  While it is arguably one of the most important things we do, it is also one of...

Do you have a customer playbook?

Playbooks are everywhere today.  I can’t imagine that there are any professional sports teams out there that do not have a playbook they use for each and every game.  Behind those playbooks are data –...

Performance vs. Potential

A lot of companies segment their customer bases into various tiers based on revenue, and possibly a few other metrics.  The top-tier customers usually get some sort of preferential treatment whether...

Courage to Start with the Customer

A few years ago, I wrote a blog about the “Groupon Phenomenon”.  At the time, Groupon was booming.  Everyone was talking about it.  It’s hard to imagine that today the company seems to be barely...

Capturing the Voice of the Customer from your Own Sales People

Interest in capturing and quantifying the voice of employees is growing – and in this case, I’m not talking about "employee satisfaction" but rather "voice of the customer" THROUGH the employee’s view...

Does your engineering org crave more from VoC?

If your engineering organization craves more granular customer insights, think about trying these 3 approaches - NPI Feedback – NPI stands for New Product Introduction.  In companies with a large...

The Cardboard Bicycle

All companies are focused on the next big thing.  New ways to innovate.  Cool new products.  Ways to deliver exceptional customer service.  Izhar Gafni, an Israeli entrepreneur, shows how to take an...

Revenue growth opportunities through Managed Services Voice of Customer

The Technology Services Industry Association (TSIA) just released a story on growth opportunities in Managed Services.  Here is an excerpt: Every year TSIA benchmarks the growth rate of...

EMC uses conference to collect feedback in real-time

I am attending EMC’s customer and partner forum, EMC World, this week.  This year’s theme is TRANSFORM IT + Business + Yourself.   As always, EMC is putting on a great event with endless opportunities...

Focusing on Differentiation

When we think about differentiation in a business-to-business context, our minds tend to go right to how products are unique.  We think about how Apple has been able to differentiate in the market...

Start with Change Management when Creating a Customer-Focused Culture

As with any new or strategic initiative, voice of the customer programs are not excluded when it comes to executives asking for a change management approach and process.  It’s a common scenario –...

The Past 200 Years

Take a look at this video of Hans Rosling describing 200 Countries in 200 Years.  A few key things to think about from a customer strategy perspective:Show results and data in ways people enjoy...

The Blame Game

We live in a world that involves a lot of blame. It’s there every time we turn our heads. How often do you hear things like this?My child isn’t doing well in school, but that’s because his...

Create a one-pager for your VOC program

In my last blog post, I talked about the "Before, During, and After" of good communication planning for Voice of the Customer programs. Digging into the Before.... Before you launch a customer...

So Many Decisions, So Little Time

I recently heard about a concept called decision making fatigue from a friend of mine. It basically means that throughout the day the more that is thrown our way, the less capable of making solid...

Better communication before, during, and after a customer listening program

Most customer listening programs suffer from a lack of really good communication planning. Communication will be the focus of my next blog series.  We'll look at the before, during, and after of...

Customer Experience perspectives from Steve Jobs

Just read a great, short summary of quotations reflecting on Steve Jobs' incredible career and steadfast focus on strikingly simple, customer focused innovations.  A couple of gems:"That's been one of...

Need a breakthrough? Take a break.

Perfect topic for a Friday during the last days of summer...Science tells us there's a real connection between "creative thinking" a being willing to "take a break" from the hectic pace that consumes...

Are we in the Customer Era?

At home this morning, I was reading Indianapolis Monthly magazine and ran across an article about a new Google tool, the Ngram Viewer.  (Fair Warning: if you decide to go try it, plan on losing the...

Are You Ready for Generation 'C'?

There is a lot of buzz about the latest emerging generation – Generation C. They get their name from their biggest common trait, which is connectivity. While some theories suggest this generation of...