Readers will recognise the power shift that is underway from from suppliers to buyers. Access to information and the relationships enabled by
Customer Survey Mistakes Almost All Companies Make
Customer Survey Mistakes Almost All Companies Make Sage advice from Peter Leppik – founder of Vocalabs
Surveys: When less is more
I started a customer feedback company because I am a great believer in the power of the voice of the customer to improve
3 Strategies to Sell the CEO on Customer Experience Management (CXM) | CustomerThink
Source: 3 Strategies to Sell the CEO on Customer Experience Management (CXM) Without leadership support, your CX efforts are likely to
10 Silo busting ways to improve customer experience
This article first appeared in Customer Experience Magazine (February 2015). ~~~ Delivering a winning customer experience requires a joined-up organisation. Customers hate dealing
Identifying the Micro-Moments Within the Customer Journey
Interview by Google Think with co-leader of digital head of sales & marketing practice at McKinsey exploring mobile micro-moments of truth. Source:
Organising for customer focus: the case for customer clusters
I recently wrote a blog on organising for customer focus, spurred by the debate about whether a Chief Customer Officer or Chief
Outside-in CRM
Let’s start with the basics. What is CRM from a purely definition-based standpoint? Customer: Someone who buys from you. This can include
Can marketers fill the customer experience gap at board level?
Chris Ward of MyCustomer.com shares his views on the CX gap in the boardroom. Just 21% of FTSE 100 CEOs have a
Customer Journey Mapping – art or a science? Part 1
Customer Journey Mapping is one of the most important practices within Customer Experience, however there are many different ways to do it.
Is CIA stalking you?
You all know the CIA. It is secretive, going about its business in the shadows, rarely announcing its presence or its impact.
Does CX spell the end of marketing?
In an excellent Retail Customer Experience article, Is this the end of marketing, retail futurist, Doug Stephens, said: “What if all that marketing window-dressing got
Ode to engagement
It used to be simple, Then it got complicated. Now it’s personal but Tomorrow that’s just not good enough! These four lines
Do your surveys create dissatisfaction?
Customer surveys are a staple of the customer experience process and the most commonly-used way of measuring the customer experience. You would
Five essentials for winning the in the age of the customer
Here are five must-do’s to thrive in the world of customer power. Focus on customer experience. Customers know what they want and that
Organising for customer focus
As customers we rightly rant when we hear the dreaded phrases like “Sorry but that’s not my job”, “You need to