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Podcast: Customer Experience Optimization |
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April 27 2010
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Customer Experience Management: Customer-focused business process improvement and customer relationship skill development. Tips on customer hassle prevention for higher customer retention and profitability.
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Article: Loyalty is Not Just for Customers |
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January 02 2010
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Customer loyalty is important to business success. Profitability of customer retention is pretty much common knowledge.
So companies do a lot to encourage customer behavior that favors their brand, to increase:
- Purchase frequency and volume
- Involvement and structural ties
- Recommendations of the brand.
Yet, like most things in life, loyalty is a two-way street. Who are you loyal to?
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Podcast: Untapped Gold Mines in Customer Experience Data |
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December 11 2009
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Interview with Theresa Kushner, Director of Strategic Marketing Customer Intelligence at Cisco Systems: How to go after the gold in your customer data, avoid fool's gold, and refine your customer data gold to make a difference in your business growth and profitability. Theresa is co-author of the book, Managing Your Business Data: From Chaos to Confidence, which guides managers in how to grow a data culture and make data work for them, balancing the use of hard facts and professional instincts to protect and grow a business. Prior to Cisco, Theresa managed marketing programs at Texas Instruments and IBM. She's listed in Who's Who in B-to-B Marketing, and her team at Cisco received the National Council for Database Marketing Award for Analytics and Modeling, as well as The Data Warehouse Institute Best Practice Award in 2008, for Cisco's new customer intelligence center initiative that integrates customer data for sales, marketing and financial applications. This initiative assisted in correlating over $500 million in customer bookings.
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Article: Customer-centric Twist on Voice of the Customer |
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November 01 2009
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What's the difference between the way customers volunteer feedback versus the way they're requested to give feedback? One revolves around outcomes in the customer's world, whereas the other revolves around customer satisfaction enablers in the company's world. Maybe it's time to re-evaluate customer feedback strategies for better alignment with the way customers see things.
Customer feedback re-assessment is suggested by the new CMO Council study, Service Invention to Increase Retention, which reports, "Creating brand preference and differentiation in a crowded market tops the list of challenges." Most companies are seeing higher rates of customer churn and higher costs to acquire and sustain customer relationships. "The rapidly changing and converging market ... is accenting the need for more adept and analytical customer data integration, listening, feedback and engagement systems."
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Podcast: Customer Experience Optimization: New Rules for Innovation |
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November 01 2009
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In this podcast, Lynn will explain the new rules of innovation, including a focus on customer experience outcomes, circumstance-based personas, and all-employee involvement.
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Article: Customer-Centricity by Discerning Customer Satisfaction Outcomes vs. Enablers |
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October 23 2009
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What's the difference between the way customers volunteer feedback versus the way they're requested to give feedback? One revolves around outcomes in the customer's world, whereas the other revolves around customer satisfaction enablers in the company's world. True customer-centricity requires primary focus and decision motivations be centered on the customer's world, rather than the company's.
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Article: The Art of Listening: A Key to Customer-Centricity |
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October 23 2009
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Curiosity is the key to great listening skills that improve customer experience. By improving your curiosity level with customers, you'll find that you enjoy your work more, and customers enjoy their experience with your organization. In the meantime your improved knowledge of your internal and/or external customers will enable you to develop a sixth sense, to anticipate customer needs and to consistently delight your customers.
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Article: What's Your Customer Experience Value Quotient? |
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October 23 2009
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Superior value is the objective of customers and marketers alike. And since customers hold the purse strings, marketers are compelled to view value as customers do. In the customer experience value ratio, the numerator includes product and service value, as well as image and personal value. We may often overlook or be unaware of some of the cost dimensions in the denominator: money& plus time, energy and psychic costs.
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Podcast: 10 Tips for Innovating Customer Experience |
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July 24 2009
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10 must-do's for customer experience innovation -- or any innovation intended to derive revenue from customers! Best practices for getting and using the right data from customers, priority-setting, setup for success and creativity.
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