How the cloud is impacting voice of customer (VoC)

The cloud is changing a variety of customer interactions, one of which is the purchase process. We've seen a shift from buying, to renting, and now to subscribing. Consider movie viewing as an...

Bad Quality Lasts Longer than High Prices

I recently saw the following quotation in the footer of an email from one of my client contacts at a leading IT company:  “The memory of bad quality lasts longer than the shock of high prices.”  How...

The Groupon Phenomenon

I’ve recently become a Groupon user. For those of you that aren’t aware of this craze, the Chicago-based company is essentially a “deal of the day” website that is customized to the city you live in...

Using Unemployment Statistics to Understand Declining Sales

Building customer loyalty can be interrupted by the economic climate. Savvy business consulting firms look to many different 'listening posts' to provide information to better understand the...

Can We Talk?

Communication is the single most important piece of the puzzle for your action-oriented customer strategy.  Without it, nothing happens.  When nothing happens, nothing changes. I recently saw Albert...