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...

"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...

The Danger in Providing Excellent Customer Experience

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 stretch...

Five tips toward a new metric assuring customer focus

A quick, true story -- when delivering buyer insights years ago to a global manufacturing client -- a name we all would recognize -- the client leaders in the meeting were stunned by one of our...

In B2B customer relationships, 'O what a tangled web we weave'

  The "tangled web" woven in this famous poem is about practicing deceit. Integrity makes life much easier in account managment too, but  the "tangled web" in B2B is the complexity of roles and...

What does cooking have to do with resourcefulness in growing key business accounts?

Not a big reality TV fan, I admit being quite entertained recently seeing my first episode of  "Chopped" on the Food Network. This cooking show challenges four competing chefs to create dishes in...

Where hospitality fits into B2B customer loyalty

Sales and Marketing executives who must "place bets" on where to allocate resources sometimes ask, "Are we spending too much on customer/hospitality-related activities? What's the impact on earning...

Survival Innovation

The recent death of Steve Jobs and publication of his biography sparked public attention to business innovation. Apple's track record brings to mind a more old-fashioned word --...

For customer focused leadership, be innovative....and lean

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 improving....

Unholy Partnerships and Bubbles -- Another on the Way?

You don't have to be an economist (which I'm not) to recognize that extreme boom and bust cycles harm the economy. A market bubble such as the housing mortgage debacle has at its core some...

Co-Sharing Testimony for the Win-Win ... and Account Growth

In a recent blog, I implied that learning your customer contacts' challenges and needs can be as important as the homework you do on their company. But I think you can assume they will benefit...

Customer Strategies -- Getting Personal

The old business saying, "Nobody was ever fired for hiring IBM," should have this corollary-- "People got promoted for hiring IBM." Vendor choice and experience helps launch (and destroy) careers....

When choosing vendors, do companies 'right-size'?

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...

Firing Customers an Ethical Issue? Really?!

 "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 unprofitable...

So Where are the Customer Initiatives?

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....

Shouldn't professional development be sticky?

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...

Still Customer-Crazy after all these years

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 concept...

Customer and operating scores -- Aligned, or like ships in the night?

The rise in BI software and scorecards for business reviews makes senior managers more interested than ever in linking customer scores to operational ones. "Since we invest in tracking...

It's not about the touchpoints or experiences

I've been reminded lately that having strategic customer focus isn't about all your customer processes and touchpoints. Customer Experience or focus shouldn't mean executing every...

Don't Throw out the Blueprints

The lifetimes of once-core products, lines or even categories have their limits. But with the global economy changing locally on so many levels, old products can get new lives. We see B2B examples...