Welcome to this special ‘pink’ edition of my customer strategy newsletter. The five topics this week are: The ‘triplets’ have arrived! Passing the project sponsorship pregnancy test Latest blog posts Notable items from other sites Looking forward View this email online The ‘triplets’ have arrived I am delighted to be able to announce that the Kindle […]
Calculating the lifetime value of a customer is somewhat like calculating the value of a company you would like to acquire. While you can find many methods of doing the calculation on the web, there is only one correct answer. For mergers & acquisitions, and for lifetime value of a customer, the only correct calculation […]
Welcome to my latest newsletter covering customer experience and customer-centric business strategy. The five topics this week are: Communication errors ‘Post-truth’, ‘Alternative facts’ and business strategy Science-based management Recent blog posts. Articles on text analytics and humor in support that I find interesting. View this email online Communication errors It is amazing how often even simple communication goes […]
Customer research of all types can be divided into two categories: rating questions and open questions. You are dealing with rating questions when you are asked to provide a numerical answer to each question, against a rating scale of some sort. Typically the questions correspond to what the company doing the research believes is important. […]
Welcome to my latest newsletter covering customer experience and customer-centric business strategy. The four topics this week are: Customer-centric cost reduction, keeping things simple Recent blog posts. Two relevant Forbes articles. Book publishing status. View this email online The concept of customer-centric cost reduction I first posted on this subject back in January. Clicking on the […]
Here are some examples of cost reduction communication mistakes I have seen. Compaq reductions in Nordic countries Compaq went through a rare bad patch around 1999 and we needed to put some cost controls in place. A corporate leadership team member went to Norway, Sweden, Denmark and Finland to explain how serious the situation was. […]
Today’s post is a follow-on to my introduction to the concept of customer-centric cost reduction, back in January. You may recall that it is about how you achieve necessary cost reductions without screwing things up for your customers. It is not easy. Various theories about human motivation include the concept of ‘hygiene factors’. Read up […]
There is quite a lot of confusion about which types of customer research are useful for predicting revenue, and which serve more general purposes. No matter what type of research you want to start, there is an important principle to observe: You must provide more value than you extract! Customers must get more benefit from […]
Welcome to my seventh newsletter covering customer experience and customer-centric business strategy. The four topics this week are: Latest posts, other thoughts Highlights from my own blog. Notable customer experience items from other sites. Looking forward View this email online Most popular post so far – customer and employee satisfaction My most popular blog post […]
