In my last post, we looked at where legacy business operations go wrong. The very names—marketing, sales, product management, professional services, support services, and even “business operations” itself—suggest an inward... read more →
In reimagining how a business should operate to win today’s “empowered customer,” my last blog post posed a thought experiment: suppose the organization was run by your most desirable customers.... read more →
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 →
Running an effective customer reference, advocacy or related engagement program requires collaboration with a lot of stakeholders. And the most important of them--like sales, field marketing, account managers, social media... read more →
Let's talk about establishing--and even changing--the atmosphere or attitude of significant numbers of people in a community. Sometimes, it's little things--very little things--that can make a big difference. Here's how... read more →
HOW TO CREATE AN IRRESISTIBLE ROCK STAR VALUE PROPOSITION How do you move customer references and advocates to the level of "Rock Stars" -- those rare advocates who can have... read more →