Welcome to the 17th edition of my customer strategy newsletter. The five topics this week are: Reactions to my post on the work of the customer experience leader Measurement and emotion Latest blog posts Notable items from other sites More book reviews – thank you Reactions to my blog post and LinkedIn article on the work of […]
I would like to propose a way of thinking about the work of the customer experience leader. It has four elements: Core work Supporting work Coordinating work Strategic work Introduction Here is a way of thinking about the work of the customer experience leader, whether they are called the Chief Customer Officer or something else. […]
Welcome to the 16th edition of my customer strategy newsletter. The five topics this week are: Thoughts on metrics and communication May is ‘Goals and Touchpoints’ month on the Net Promoter System forum Latest blog posts Notable items from other sites Fabulous book reviews – thank you Metrics – KISS applies! We customer experience professionals tend to get […]
All of this talk about the United Airlines customer experience fiasco reminded me of the opposite experience Virgin once gave a colleague… Don’t be afraid to over-recover Detractors When I joined the Digital Equipment Corporation (DEC) Software Product Group at the European HQ in Geneva, we had to travel regularly to Boston. There were no […]
Welcome to the 15th edition of my customer strategy newsletter. The five topics this week are: More on the triplets! The Amazon approach to customer research could stand some improvement Latest blog posts Notable items from other sites Looking forward The paperback triplets have all arrived! My brother and I are happy to announce that all […]
I suppose it all started in a bathtub in 1981. I was working for the Wrangler jeans company in Paris. My boss was in his bathtub. (I hasten to add that I was not present at the time.) We had a line of ‘shrink to fit’ jeans. The idea was that you would get into a […]
“Our customers are our top priority.” “Everything we do, we do for our customers.” “Customers come first.” Internal and external corporate communication is full of statements like these. Do they actually mean anything? Here is how to know, at least for your own company. The nature of business strategy The reason you need a strategy […]
Welcome to the 14th edition of my customer strategy newsletter. The five topics this week are: Use emotion to secure investments in customer experience April is answers month at the Net Promoter® System (NPS) Forum on LinkedIn Latest blog posts Notable items from other sites Printed versions of books are imminent Use emotion to secure investments in […]
American psychologist Frederick Herzberg invented the ‘Two-factor Theory of Motivation‘ in the context of his work on how to motivate employees to perform. The two factors are ‘hygiene factors’ and ‘motivators’. I believe the theory also applies to customer behavior. Herzberg’s work is far simpler than Maslow’s and is easy to understand: Hygiene factors These […]
Welcome to the 13th edition of my customer strategy newsletter. The five topics this week are: Reflections on answering surveys and never hearing anything back Progress with Net Promoter® System (NPS) Forum on LinkedIn Latest blog posts, including the customer-employee love-hate matrix Notable items from other sites Looking forward Surveys that add no value I received […]
