Suppose I told you that you have access to a resource that is more empathetic, more interesting, and more persuasive to potential buyers of your products and services than... read more →
Net Promoter Score (NPS) is perhaps the best known customer loyalty tool around today, based on the entirely sound principle that the more customer promoters you have (i.e., customers who say... read more →
Since Steve Jobs’ resignation as CEO at Apple last week, there has been much concern, discussion, and hand-wringing in the business world. To many, Jobs is a once-in-a-lifetime genius whose... read more →
Who sells your products or services? This may seem like a silly question, the answer being of course, the sales & marketing team. But increasingly, the most important person... read more →
For companies looking to disrupt an industry—whether as a start-up challenging incumbent “dinosaurs” or a division in an established firm looking to be a disruptor (such as moving into... read more →
In my experience and client work, companies generally have many more “promoters”—and thus potential references and advocates—than they realize. When Microsoft was first threatened by free software created by passionate... read more →
The days when customer advocates primarily took reference calls from buyers and interview requests from the media are long gone. In what we call “advanced practices” (AP) firms[1], they’re... read more →
In 2015, Finastra (at the time, called Misys)—a global banking software firm based in London—decided to pursue a compelling opportunity: to expand its business within its client banks. The firm... read more →
Buyers increasingly expect to check with their peers before they’ll purchase from a company — using social media, peer communities, old fashioned live events and conferences, personal and professional... read more →
The idea that customers can’t or shouldn’t participate much in the innovation process is one barrier to creativity that companies are rapidly knocking down. Many firms are rethinking their... read more →