In my last post, we saw that many firms badly misconstrue what marquee customers are, and miss out on the tremendous leverage they can exert on the growth of their business.... read more →
About a decade ago, former McKinsey consultant David G. Thompson conducted important research on how the fastest growth businesses are built. That is businesses that get to $1B in revenue faster... read more →
In my last article, we saw how a Total Customer Experience (TCE) approach to business operations is critical if you want to get serious about delivering a successful customer experience.... read more →
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 →
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 →
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 →
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 →
I’m a big fan of Jerry Dankin, who strikes me as a non-ideological, data and evidence driven marketer, especially when it comes to digital marketing. But I think he’s missing a... read more →
3rd of a 3-part series on Mobilizing Your Promoters In Parts 1 and 2, we looked at why Net Promoter programs can fall short of expectations, and how to set... read more →