Welcome to the 49th edition of my customer strategy newsletter. The five topics this week are: Predictability of costs can me more important to customer than how high they are Two types of events that should cause customers, employees, partners and communities to worry Latest blog posts Notable items from other sites – CX assessments Looking […]
I am trying to form my thoughts about what criteria are reasonable when deciding on a benchmark research provider. My current thinking is below. I welcome your additions and corrections. What is benchmark research? According to the Merriam-Webster dictionary, a benchmark is ‘something that serves as a standard by which others may be measured or judged’. […]
It was Valentine’s Day a few years ago, and I was puzzled by the results of some HP customer experience research. The data source and volume were impeccable. However, the results seemed to prove something that differed from everything that I had learned about customer improvement work. Putting the data and the date together caused […]
Welcome to the 47th edition of my customer strategy newsletter. The five topics this week are: IKEA and customer experience – Ingvar Kamprad RIP The customers (in this case the patients) should not always be given what they want Latest blog posts Notable items from other sites Looking forward IKEA and customer experience – Ingvar Kamprad RIP […]
This is the third in a series of three articles on types of teams you may want to implement if you want to improve customer experience. This time I cover two types of executive ‘sponsors’: those for individual large customers, and project sponsors. Executive sponsors for strategic accounts A ‘strategic account’ is a customer who […]
Welcome to the 46th edition of my customer strategy newsletter. The five topics this week are: Artificial Intelligence and Customer Experience Preserving customer experience work in times of cost reduction Latest blog posts Notable items from other sites – Micro Focus NPS, Barclays’ CX journey Looking forward Artificial Intelligence and Customer Experience As mentioned last week, […]
Welcome to the 45th edition of my customer strategy newsletter. The five topics this week are: Some CX improvements work like antioxidants and vitamins work on people Reactions to my article on the NPS standard Latest blog posts Notable items from other sites – Temkin factoids, CustomerThink on getting CX right Looking forward – Webinar on […]
Following on last week’s article about Customer Success teams, here are a few words about Customer Advisory Boards. If your business has some very large customers whose success depends on your products and services, Customer Advisory Boards can be a great help. ‘Very large’ means they spend at least $5 million annually with you. The […]
There are four types of teams you may want to implement to improve customer experience. I will cover the the membership and work of each in three blog posts. The teams are: Customer Success teams Customer Advisory Boards Executive Sponsors Project Sponsors This week, I cover Customer Success teams. Customer Success Customer Success teams started […]
