Welcome to the 21st edition of my customer strategy newsletter. The five topics this week are: Thoughts about ‘simplicity’. It’s a complex subject! British Airways research update. (They told me what they are going to do.) Latest blog posts Notable items from other sites Looking forward The complexity of simplicity I am sure most of us […]
This article follows on from last week’s on the same general topic. I covered the nature of the research and the complexity of typical B2B relationships with large companies last time. This week I want to talk about who should be interviewed, who should do the interviewing, and suggest a few different interview formats. All […]
I have been fiercely loyal to Tropicana since late 2005. At that time, I attended the Creating Breakthrough Strategy course at Columbia. One of the lecturers was Willie Pietersen, a person I admire greatly. He is the author of Strategic Learning and runs an influential think tank. I found his course intensely practical, probably because he had been […]
In almost all B2B situations, you have a relatively small number of customers that provide the majority of your revenue. For many companies, it is not the old 80:20 rule, or even a 90:10 rule, but more of a 99:1 rule, or even 999:1. If you have a ‘strategic account’ team or something similar, you […]
Welcome to the 20th edition of my customer strategy newsletter. The five topics this week are: Win some, lose some Relationship research and improvement is the NPS Group focus for June Latest blog posts Notable items from other sites, including when to use a photo of a kitten Looking forward Win some, lose some When HP […]
One of your sales teams is celebrating! They just won a big deal they have been working on for the last four months. Another team has lost a similar deal and wonders why. Why did one win and the other lose? What can you learn to improve the chances of winning the next time? These are […]
Welcome to the 19th edition of my customer strategy newsletter. The five topics this week are: Customer support forums are a good idea only if you staff them The multiplicity of survey software vendors Latest blog posts Notable items from other sites Looking forward Customer support forums are a good idea only if you staff them […]
Whether in business, the military, government or indeed non-profit organizations, the the first step in generating a strategy is a comprehensive analysis of your current situation. This is primarily focused on what is happening outside your company. For most companies, it should cover the six areas below and lead to deep strategic insights. ‘Insight’ is a […]
Welcome to the 18th edition of my customer strategy newsletter. The five topics this week are: Thoughts about customer experience training Transactional / touchpoint research on the Net Promoter System forum on LinkedIn Latest blog posts Notable items from other sites Looking forward Thoughts about consistency in customer experience training Earlier this week, I was failing to […]
Thank you for the feedback on my first post on how to think about the work of the Chief Customer Officer or customer experience leader. I realize the majority of readers will see this by clicking on a LinkedIn link, rather than going directly to my website. One comment included links to useful articles on […]
