I’ve worked with more than a few firms who are bold about winning marquee customers, yet remarkably bashful about engaging them in advocacy. On the other hand, many firms regard... read more →
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 →
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 →
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 →
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 →