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 […]
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 […]
