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...

Tips to personalization

Customers will expect companies to know their business inside and out and use their knowledge to design products and services that create a “frictionless” experience. To do this companies must: Engage...

The Importance of Simplicity

I am a huge Amazon fan – they have really simplified my life.  It is so easy to order any kind of product – from shoes and clothes to regular household items, I often find myself executing...

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...

Foolish CX: Don't Be Tricked by Text Analytics

Does your text analytics implementation or VoC program seem like a joke? If so, maybe you're falling for one of these blunders: Not listening appropriately: Not all data is created equally. Having...

Know your audience

Before sending communications about your customer experience initiative, start by defining the audience. Do this by answering these three questions: Who needs to know about this? What are they focused...

The athlete's view

Like many, I've been watching the Olympics for the past week or so. In particular, I have been intrigued with the coverage which consists of cameras showing the competition from all kinds of different...

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....

Super Bowl Time Again – A Good Reminder of the Importance of PR

Today I read an article in the Jan-Feb 2014 issue of Harvard Business Review titled, “SodaStream’s CEO on Turning a Banned Super Bowl Ad into Marketing Gold” by Daniel Birnbaum.  First let me just...

Approaches to Innovation

Today I read an article in the Harvard Business Review (Jan-Feb 2014 Issue) titled “The New Patterns of Innovation” by Rashik Parmar, Ian Mackenzie, David Cohn, and David Gann.  The premise of the...

Price Perceptions

Today I read an article in the Journal of Marketing (November 2013 issue) titled “Low Prices are Just the Beginning:  Price Image in Retail Management” by Ryan Hamilton and Alexander Chernev.  The...

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 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...

World-class relevance and alignment

Customer initiatives become more relevant when people at all levels in the workplace understand its purpose and how it is aligned with their individual job responsibilities. To achieve relevance...

Time to start a Journey Map

If your company is challenged with being data rich and insight poor, one place to start is the journey map. Journey maps (or touch point mapping) is a step-wise collaborative process that engages both...

Acquisitions Can Result in Increased Innovation

I recently enjoyed an article titled “Building an Innovation Base:  Exploring the Role of Acquisition Behavior” by Saurabh Mishra and Rebecca J. Slotegraaf in the Journal of the Academy of Marketing...

"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...

Your customers are talking. Are you listening?

We’ve all seen those quick-hitter surveys that are automatically sent after interacting with a company: “How was our service today?” Good, Fair, Poor.  “How satisfied were you?” Satisfied, ...