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 105th Customer Strategy newsletter. The five topics this week are: My participation in the Experia (virtual) summit First thoughts on the Tesla experience Latest blog posts – First articles in new series on CX strategy Notable items from other sites – Fred Reichheld on Signal NPS, Bain on Banking Looking forward My […]
Welcome to the fourth article in my series on how to develop and implement a customer experience strategy. You can find the previous articles in the series here. Before going into each step of the strategy development process, here is a special word about the data you use as a basis for your decisions. You […]
Welcome to the third article in my series on how to develop and implement a customer experience strategy. You can find the previous articles in the series here. Why bother with strategy? The reason you need a strategy is simple: you do not have unlimited resources and never will. The word comes from the Greek […]
Welcome to the second article in my series on how to develop and implement a customer experience strategy. This series is about customer experience in business-to-business (B2B) situations. Most of what you read elsewhere about customer experience is in the context of business-to-consumer and is not directly relevant. The reasons are the following: In B2B, […]
