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...

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...

Good Strategists Use Customer Performance Metrics

Today I read an article in the January – February issue of Harvard Business Review titled, “The Big Lie of Strategic Planning” by Roger L. Martin.  Martin’s article outlines the differences between...

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...

Is the Customer Always King?

I recently enjoyed an article titled “As They Sow, So Shall They Reap:  Customers’ Influence on Customer Satisfaction at the Customer Interface” authored by Ruth M. Stock and Marei Bednarek in the...

Three P's for measuring the value of customers

Consider the "Three P's" as a framework for considering the overall strategic value of a customer: Payoff - A financial measure is absolutely an important element to include. Sales or revenue is...

Big data

Companies today are challenged with having an overabundance of information about their customers. Here are some tips to help you manage the problem of Big Data: Focus on something customers and the...

Six tips for customer due diligence the right way

Customer due diligence can be a powerful exercise that can add value not only during the negotiation and purchase of an organization, but also during the subsequent integrations (where most...

"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...

Using predictive analytics to drive proactive intervention

Customer insights obtained through surveys are becoming an increasingly important part of how service organizations are measuring their performance and driving improvements to customer relationships,...

Customer Experience Fitness

Customer experience professionals are like fitness instructors and here are two fitness principles that we must apply: Muscle memory: This is the process of repeating a task so that when the task...

Complaining, Switching, and/or Badmouthing

I recently read an article in the International Journal of Psychological Studies titled, “Drivers of Customers’ Reactions to Service Failures:  The Israeli Experience” authored by Aviv Shoham, Yossi...

Customer Referral Programs Work Not Only for Customer Acquisition

I recently read an article from the July 2013 Journal of Marketing issue titled, “Growing Existing Customers’ Revenue Streams Through Customer Referral Programs” authored by Ina Garnefeld,...

Social Media Based Metrics – Significant Indicators of Firm Equity

I recently read an article titled, “Social Media and Firm Equity Value” by Xueming Luo, Jie Zhang, and Wenjing Duan.  I was interested to learn that while it is true that conventional...

Innovative Brands Can Advertise Atypically with Success

I recently read an article titled “How Brand Innovativeness Creates Advertising Flexibility” by Michael J. Barone and Robert D. Jewell courtesy of the Journal of the Academy of Marketing Sciences.  In...

Attitude or Habit

I recently read an article “Not All Repeat Customers are the Same:  Designing Effective Cross-Selling Promotion on the Basis of Attitudinal Loyalty and Habit” authored by Yuping Liu-Thompkins and...

KPIs May Not Be Positively Related

I just read an article in the 2013 September issue of Journal of Marketing titled, “Reexamining the Market Share – Customer Satisfaction Relationship” authored by Lopo L. Rego, Neil A. Morgan, and...

More than Just Silos – But the Entire Journey

I just read an article in the September 2013 Harvard Business Review titled, “The Truth About Customer Experience” by Alex Rawson, Ewan Duncan, and Conor Jones. This article really made me think about...

Not Just Fixing – Making Better

I just recently read an article from the Journal of the Academy of Marketing Sciences authored by Gielis A. H. van der Heijden, Jeroen J. L. Schepers, Edwin J. Nijssen, and Andrea Ordanini...