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 Sage advice from Peter Leppik – founder of Vocalabs
I started a customer feedback company because I am a great believer in the power of the voice of the customer to improve
Source: 3 Strategies to Sell the CEO on Customer Experience Management (CXM) Without leadership support, your CX efforts are likely to
This article first appeared in Customer Experience Magazine (February 2015). ~~~ Delivering a winning customer experience requires a joined-up organisation. Customers hate dealing
Interview by Google Think with co-leader of digital head of sales & marketing practice at McKinsey exploring mobile micro-moments of truth. Source:
I recently wrote a blog on organising for customer focus, spurred by the debate about whether a Chief Customer Officer or Chief
Let’s start with the basics. What is CRM from a purely definition-based standpoint? Customer: Someone who buys from you. This can include
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 is one of the most important practices within Customer Experience, however there are many different ways to do it.
You all know the CIA. It is secretive, going about its business in the shadows, rarely announcing its presence or its impact.
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
It used to be simple, Then it got complicated. Now it’s personal but Tomorrow that’s just not good enough! These four lines
Customer surveys are a staple of the customer experience process and the most commonly-used way of measuring the customer experience. You would
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
As customers we rightly rant when we hear the dreaded phrases like “Sorry but that’s not my job”, “You need to