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 …
Tag Archives: Customer
5 Ways to Increase Customer Loyalty with Mobile Marketing
Customer loyalty is huge. If we can make that happen, we are golden. The mobile world is all some customers …
Collecting data is of no value if it doesn’t lead to insight.
Data is very useful if it allows us to understand our customers better. Collecting data is of no value if …
Do customers just want adequate service?
We all want to provide amazing service for our customers. We also know we don’t always do it. A customer …
Is it urgent that we assess our systems to assure our customers and potential customers have the highest level of service?
Customer expectations have changed. We want and expect that you know us, you remember us and you will serve us now. …
Customer retention strategies and retention calculator
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
Most customer systems are designed to focus on the needs of the company and not the customer. Successful organizations see …
It isn’t what you say about yourself but it is all about what others say about you that counts
Your customers are sharing experiences they have with you. This profoundly influences the journey others they know will take and …
Wanting to accomplish everything you think needs to be fixed isn’t useful
An essential ingredient to success of digital business change is focus. It must be recognized, when you are obsessed with …
The balance of power has shifted decisively in favor of the customer
Jeb Dasteel is Senior Vice President and Chief Customer Officer at Oracle. He has been with Oracle since 1998. Prior …
11 Types of Difficult Customers
Customers are the backbone of a business, regardless of the industry it’s in. They dictate demand, provide feedback, and enable …
“A satisfied customer is the best business strategy of all.” ~ Michael LeBoeuf
We love to plan. Planning is important. How much of our strategy is about the customer experience? That is something …
What data should we collect to create amazing customer experiences?
We probably shouldn’t try to collect everything. We also should be collecting the “right” data. We should consider enhancing the …
This is an ecosystem built for data, insight and action
Resist the temptation to focus and organize around silos. While silos can maximize a part of the system, they sub-optimize …
Our customers are empowered and we can’t control that
Consumers are absolutely empowered through technology now. That means your customers are as well. It has happened and it is a …
Why being customer obsessed and focused improves transformation
Being obsessed and focused is not an either/or kind of thing. It is “yes/and” at its core. We need to …
Will I act on the customer insight if I get it?
If I get insights from customers, is my leadership team prepared to act, based on the insights? If yes, proceed …
How to Create Successful Customer Feedback Surveys
We all know how to carry on a conversation. The challenge in getting feedback from customers is to approach our …
Will your company be customer experience driven?
There is no denying that companies are embracing the whole “customer experience” phenomena. This year even more companies will adopt …
Transformation requires being focused
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?
Is it worth it to delight the weird? Seth Godin, as usual, nails it. It is not about being “average”. …
Leaders talk about customer needs and wants, not what the company needs.
What we talk about as leaders is important. It can’t be faked. Our customers and employees are listening. As leaders, …
Social Media is about the customer, not us
We all know that the social media scene is shifting fast. What we may think is a trend may have …
What Does It Take To Access And Hear The Richness Of The Voice Of The Customer?
Perhaps a simple weekly goal for any member in the C-Suite would be to talk with 10 actual customers a week. …
Should adoption of new technology be a top priority in digital business transformation?
Are you leading the charge in digital business transformation? Here are some things to focus on: New technology to enable …
Where Are You On The Customer Focused Transformation Journey?
It is the age of the customer and we are all on a wonderful journey. Some one has to manage …
5 questions to ask about your customer focus
Whether you are a business leader of a department or the CEO, these questions make sense to ask and get …
What is the Customer Experience Index? Why should you care?
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?
What is the future of customer surveys in our brave new world of customer experience? As more companies thirst for …
Why Customer Experience? Why now?
Why should we be concerned about the customer experience? What difference will it make? The challenge is, if not now, …
How should we measure results for our customer strategy?
Let’s talk a little about customer measurements. 2 measures have gained traction in the last few years. One is Net Promoter …
Crossing the Innovation Chasm. Does CIO stand for Chief Innovation Officer?
This is a great question. What does CIO stand for? Imagine a business world where the CIO stood for Chief …
Why transformational leadership and a people focus is so important to a customer focus
Transformational leadership is needed and it is needed now – Leadership in the digital transformation world is purposeful in its …
Avoiding the big sucking sound of a time waster
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?
What is the single most important digital business trend? I think it is fair to say we have entered the …
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