Today’s customers have an increasingly wide range of options. Some firms and pundits are referring to them as “empowered” customers, but that suggests organizations should “grant” power or offer... read more →
It’s rather astonishing. Many firms are neglecting a very simple yet crucial part of their customer interactions. And, as a result, their success with customer loyalty is inconsistent and often... read more →
Is it time for you to dive deeper into the creation and execution of your company’s overall business strategy? In our groundbreaking report on Advanced Practices in Customer Advocacy and... read more →
Having trouble attracting enough passionate customer advocates? It's a huge issue--a perennial top 2 or 3 challenge in our surveys of customer reference, advocacy and engagement programs. As a result... read more →
Based on our research, these are the top challenges--most of which also present significant opportunities--for customer advocacy and engagement programs. I say "opportunities" because that's how leading firms are responding... read more →
I'm really excited to share a heads up on our just completed, groundbreaking research on Advanced Practices in Customer Advocacy and Engagement. We uncovered seven critical imperatives that Advanced Practices... read more →
Most firms get the importance of marquee customers (sometimes called "rockstars," "customer champions," "MVPs" and the like). But there's a lot of misconceptions and confusion about them. In this issue of... read more →
For years athletes have ignored or at least keep silent about doping among their fellows. And as we saw in cycling in the Lance Armstrong era, that led to an... read more →
Yes, we're talking about the airline industry. Again. I'll let the emails do the talking: August 6, 2016 Dear William: As hard as we try to ensure that our flights... read more →
Executive suites at many of my clients are increasingly looking to use data to glean valuable customer insights--an important trend! But when I ask how often the CEO is actually... read more →