Are our customer messaging systems up to date?
This is a very good article on how disruptive social media has become for a business focused on the Customer and …
This is a very good article on how disruptive social media has become for a business focused on the Customer and …
Customer loyalty is huge. If we can make that happen, we are golden. The mobile world is all some customers …
Data is very useful if it allows us to understand our customers better. Collecting data is of no value if …
We all want to provide amazing service for our customers. We also know we don’t always do it. A customer …
Customer expectations have changed. We want and expect that you know us, you remember us and you will serve us now. …
Many companies emphasize the importance of customer acquisition, ignoring customer retention strategies entirely. Perhaps this is influenced by the prevailing …
Most customer systems are designed to focus on the needs of the company and not the customer. Successful organizations see …
Your customers are sharing experiences they have with you. This profoundly influences the journey others they know will take and …
An essential ingredient to success of digital business change is focus. It must be recognized, when you are obsessed with …
Jeb Dasteel is Senior Vice President and Chief Customer Officer at Oracle. He has been with Oracle since 1998. Prior …
Customers are the backbone of a business, regardless of the industry it’s in. They dictate demand, provide feedback, and enable …
We love to plan. Planning is important. How much of our strategy is about the customer experience? That is something …
We probably shouldn’t try to collect everything. We also should be collecting the “right” data. We should consider enhancing the …
Resist the temptation to focus and organize around silos. While silos can maximize a part of the system, they sub-optimize …
Consumers are absolutely empowered through technology now. That means your customers are as well. It has happened and it is a …
Being obsessed and focused is not an either/or kind of thing. It is “yes/and” at its core. We need to …
If I get insights from customers, is my leadership team prepared to act, based on the insights? If yes, proceed …
We all know how to carry on a conversation. The challenge in getting feedback from customers is to approach our …
There is no denying that companies are embracing the whole “customer experience” phenomena. This year even more companies will adopt …
In addition to be obsessed, the other essential ingredient to success in transformation efforts is focus. It must be recognized, …
Is it worth it to delight the weird? Seth Godin, as usual, nails it. It is not about being “average”. …
What we talk about as leaders is important. It can’t be faked. Our customers and employees are listening. As leaders, …
We all know that the social media scene is shifting fast. What we may think is a trend may have …
Perhaps a simple weekly goal for any member in the C-Suite would be to talk with 10 actual customers a week. …
Are you leading the charge in digital business transformation? Here are some things to focus on: New technology to enable …
It is the age of the customer and we are all on a wonderful journey. Some one has to manage …
Whether you are a business leader of a department or the CEO, these questions make sense to ask and get …
Is it ok to your investors to ignore money on the table by providing a mediocre customer experience? Kerry Bodine, …
What is the future of customer surveys in our brave new world of customer experience? As more companies thirst for …
Why should we be concerned about the customer experience? What difference will it make? The challenge is, if not now, …
Let’s talk a little about customer measurements. 2 measures have gained traction in the last few years. One is Net Promoter …
This is a great question. What does CIO stand for? Imagine a business world where the CIO stood for Chief …
Transformational leadership is needed and it is needed now – Leadership in the digital transformation world is purposeful in its …
We’ve all been there. Whether it is said explicitly or not, the clear message of the project is “I’ll know …
What is the single most important digital business trend? I think it is fair to say we have entered the …