Suppose I told you that you have access to a resource that is more empathetic, more interesting, and more... read more →
Net Promoter Score (NPS) is perhaps the best known customer loyalty tool around today, based on the entirely sound... read more →
Since Steve Jobs’ resignation as CEO at Apple last week, there has been much concern, discussion, and hand-wringing in the... read more →
Who sells your products or services? This may seem like a silly question, the answer being of course, the... read more →
For companies looking to disrupt an industry—whether as a start-up challenging incumbent “dinosaurs” or a division in an established... read more →
In my experience and client work, companies generally have many more “promoters”—and thus potential references and advocates—than they realize. When... read more →
The days when customer advocates primarily took reference calls from buyers and interview requests from the media are long... read more →
In 2015, Finastra (at the time, called Misys)—a global banking software firm based in London—decided to pursue a compelling opportunity:... read more →
Buyers increasingly expect to check with their peers before they’ll purchase from a company — using social media, peer... read more →
The idea that customers can’t or shouldn’t participate much in the innovation process is one barrier to creativity that... read more →