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 ...

Visualizing complex relationships

The graphic above has been called the best statistical graphic ever drawn. It is Charles Minard's infographic of Napoleon's failed invasion of Russia in 1812-1813. It is ultimately a map overlaid with...

Paying Employees to Leave

I am sure many of you have read by now that Amazon pays employees $5,000 to leave.  Technically they borrowed this idea from Zappos.  The idea is once a year you basically have a buy out period and...

The 5-Second Pause

I recently read an article on LinkedIn that recommends interviewers pause for 5 seconds after an interviewee answers a question. This allows the interviewee additional time to elaborate on a...

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...