Welcome to the 34th edition of my customer strategy newsletter. The five topics this week are: Reactions to the ‘Modern Day Fairy Tale’. Customers want to be remembered Latest blog posts Notable items from other sites Looking forward Reactions to the ‘Modern Day Fairy Tale’ Thank you for the many reactions I received on my ‘fairy […]
Like most people, I receive lots of survey requests by email. Unlike most people, I don’t just delete them all. I want to learn. What I usually learn is that most survey designers don’t understand even the most basic direct marketing techniques. Here are some that you may want to consider. Direct marketing reference source […]
As a retired HP person, I have been reflecting on ‘cutting your way to greatness’. There are not too many examples of success. Let’s look at one example, then suggest a more balanced approach. Yahoo Consider Marissa Mayer’s term at Yahoo. Consider the various stakeholders and whether it was good for each of them: Customers: […]
Don’t bother wasting time developing a customer experience strategy. You already know what to do! Well, most of us think we do. Including me. We all have lots of ideas that will make customers happier. Let’s just implement them. That should save a lot of time. Right? And now… a bedtime fairy tale about how […]
Welcome to the 33nd edition of my customer strategy newsletter. The five topics this week are: New Net Promoter System Podcast on response rates. ‘Modern Day Fairy Tale’ series now complete Latest blog posts Notable items from other sites Looking forward New Net Promoter System Podcast on response rates Questions about feedback response rates were among the most […]
(Parts 1, 2 and 3 are here, here and here.) [The big day has arrived…] Yes, this is it. My big day has arrived. Why do I have a feeling of ‘It’s either death or glory’? I feel ready. I have rehearsed about a dozen times. [Waiting outside the conference room…] I can hear them […]
You can find parts 1 and 2 here and here. [Several days later…] OK, I finally got up my courage and asked George out yesterday evening. It was a bit odd and I am not sure I like him all that much, after all. He said we could make beautiful music together, but I am […]
Welcome to the 32nd edition of my customer strategy newsletter. The five topics this week are: Writing some blog posts for ‘CX Day’ LinkedIn NPS Forum update Latest blog posts Notable items from other sites Looking forward Writing blog posts for ‘Customer Experience Day’ Jeanne Bliss and Bruce Temkin founded the Customer Experience Professionals Association in […]
