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
Here is a frightening but too-common scenario. A long-standing
business customer has received top-notch product quality and
support but suddenly decides to bid the work out. Or despite a long
Many companies struggle when it comes to actually enhancing the
customer experience. Even after customer initiatives are planned,
time may pass and leaders wonder why customer scores aren't
B2B vendors are selected for reasons that vary by buying sector and
company. Vendor size wouldn't always be on a company's short list
of decision criteria, but I believe the size of the vendor plays...
Posted by Jeff Marr on Wednesday, September 21, 2011
"It's Time to Fire your Customers" -- Based on the number of
comments, that HBR Blog headline sure caught readers' attention.
However, the author makes a good case for parting ways with
I wonder if you can't quickly check true customer focused
leadership by simply looking for tangible evidence -- the
initiatives, projects, metrics, etc., designed to deliver more
value to customers....
I think the "stickiness" term for good advertising and
communication applies to training and development, too. When
signing up for a development course, business people all want the
same things. They...
Some of us in the B2B customer strategy remember back many years to
when professional "customer feedback" was for the most part,
consumer marketing research -- product testing mainly, but also