Three tips to help rise above the clutter

Here are three tips for getting people to take notice in the customer experience initiatives: Brand it. Come up with a good name and logo to represent your customer experience initiative. Too often...

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,...

Consummatory Images

I recently read an article in the Journal of Marketing (September 2013 issue) titled “How Images of Other Consumers Influence Subsequent Taste Perceptions” by Morgan Poor, Adam Duhacheck, and H....

A Decision Making Continuum?

Today I read an article in the January – February issue of Harvard Business Review titled, “What Marketers Misunderstand About Online Reviews” by Itamar Simonson and Emanuel Rosen.  This was one of...

Customer Experience Promoting Collaboration

Customer Experience (CX) leaders find themselves uniquely positioned to foster collaboration between functions and with customers. As one example, CX often builds an advocacy network of leaders from...

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...

Three ways to grow your company through increased market share

Why do customers buy from you? More specifically, why do your best customers buy from you? Answering those questions can be the first step to having a voice-of-the-customer strategy that helps you...

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...

Leveraging loyal customers

What strategies and tactics should be deployed to leverage loyal customer relationships? Here are four key initiatives that every company can incorporate into their customer strategies: Support...

"I'd rather do it myself!"

The 1960's housewife screamed, "Mother, I'd rather do it myself!" to her mother or in-law trying to help in her kitchen. I remember how this byline in a headache medicine commercial was repeated...

Three information needs of the engineering organization

Here are three approaches to giving your engineers more customer insights: New Product Introduction (NPI) Feedback – In companies with a large product development focus, a lot of highly...

Four ways to enable customer-facing teams

Enable sales, account and customer support leaders to more effectively use customer feedback by: Sharing the right information and teaching them how to use it. Craft reports to hone in on the team's...

Increasing the Punch of Positive Online Reviews

I recently read an article in the Journal of Marketing Research (August 2013) titled “Temporal Contiguity and Negativity Bias in the Impact of Online Word of Mouth” authored by Zoey Chen and Nicholas...

Balance and Parity

I recently read an article in the Journal of Marketing Research titled “Consumer Behavior in ‘Equilibrium’:  How Experiencing Physical Balance Increases Compromise Choice” written by Jeffrey S. Larson...

Customers are effort averse too

Do you read the Harvard Business Review daily stat? Recently there was a stat about a phenomenon called "effort aversion." The stat is from an experiment by researchers David A. Comerford and...

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 –...

Comparative Pricing Benefits Multiple Products in the Category

I recently read an article in the July 2013 issue of Journal of Marketing titled, “Retailers’ Use of Partially Comparative Pricing:  From Across-Category to Within-Category Effects” authored by Paul...

Negative Social Media

I recently read an article in the Journal of Advertising Research titled, “The Power of Evil:  The Damage of Negative Social Media Strongly Outweigh Positive Contributions”, authored by...