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 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 →
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 →
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 →
So you've got a new CMO. It's time to present your program to him, which you start doing in the usual way, running through your program PPT deck. You show... 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 →