File this under The Hidden Wealth of Customers. Popular firms like Under Armour, Urban Outfitter and Skull Candy (popular headphone... read more →
... or at least, today's best competivie differentiator. The world seems to consipire to make our choices ever more numerous,... read more →
Customer reference programs are generally part of a larger effort to engage with new or returning customers. References or advocates... read more →
We know that a lot of people are overworked working too hard (and not working smart). The same is true for... read more →
This was the statement from an attorney representing doctors, in response to a lawsuit filed by a 20 year old... read more →
Some companies get too caught up in providing superior value to customers, because they regard value as something they provide... read more →
From the April edition of Reference Point. Gaining customer references and other advocates--and inspiring them to communicate passionately about your... read more →
From my Harvard Business Review Blog post (see link below). Many firms assume that customers can do just one thing... read more →
By now many of you have heard the very sad news about the passing of Pam Chamberlain, one of our... read more →
Social media represents the biggest opportunity for customer reference programs--and the biggest threat, if they don't adapt. I'll be discussing... read more →