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 →
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 →
From the March issue of Reference Point Some 215 of the world's top thought leaders, subject matter experts, managers and executives in the field of customer engagement and advocacy gathered... read more →