Tag Archives: Customer-focused
Marketing Alert: Fundamental Market Shift (stop ignoring user content)
It’s unimaginable, seriously confounding how the Carly Rae Jepson song has generated so much interest. It’s a cute catchy song. And yes, Justin Beiber started it. However, that does not account for what’s happened. The meme-ability of the song relies on the fact it is not deep content. It’s really actually quite simple. The ability […]
What one employee can do for your customer experience
What’s your customer experience worth? And what can one person do about it? How about making 50 people with thousands of nights’ stays willing to stand up for you? There’s this woman. Her name is Peggy. She’s a hotel concierge. In my opinion, I think it takes a certain amount of humility coupled with a huge […]
Hackers & Microsoft Kinect: Used for Good (Customer Experiences, that is)
I actively fall in love with people who take things and redeploy them for social good. I also fall in love with people who create things that can translate into better customer experiences. You know who I am really in love with today? The Microsoft Kinect Hacker Community. The hacking community, despite some bad PR, […]
Customer Focus 2011: House and Home Companies who get it right
Alas, I have begun in earnest the always daunting and often unrewarding task that is home renovation. Some days I come home and see a part of the house into which I have poured my heart, soul and dollars and say “ahhhhh.” However, because I am early on, around the corner is simply another “ewwww.” […]
The psychology of data presentation
The psychology of data presentation is hugely important. Think about the High Street sale. Would you be tempted into a shop displaying signs like “Pay 90%!” rather than “Save 10%”? They both provide the same statistic, but have very different effects. – Peter Hull (in the comments on a talk by David McCandless on TED) […]
Enabling MRM Success, Preventing MRM failure (Marketing Resource Management)
(post is shared as well at the Covalent Marketing site here) I met with 3 clients in the past eight weeks interested in implementing Marketing Resource Management (MRM). So, I started kind of where I usually do – and asked why they thought it would be valuable to them. More specifically, I asked them what […]
2010 Customer Service Hall of Shame (MSN data released May 2010)
On May 18th, MSN’s Money page published a report on the current state of customer service – as perceived by the customer. I am enamored with any research that does not use what customers tell a company directly. It’s hard to lie to a company to their face – you have to be really mad […]
Strategic service – its for everyone, not just customer service
Digitally savvy customers are increasingly using the Internet not only to seek information, but also to interact with companies, create solutions and make decisions. Smarter companies are using an emerging concept we call Strategic Service Delivery to enable customers to use data and resources more effectively to drive better customer engagement and experiences. Creating a […]
An example of smarter customer focus: Strategic Service Delivery from Opower
Strategic Service Delivery is about activities that improve customer interactions through new channels by sharing information, engaging people with their information and that of the world around them. It is a two-way process that embodies the “Listen-Learn-Engage-Harvest” cycle. I promised to start providing examples of Strategic Service Delivery, Complexity Reduction and Innovative Market Making – […]
Extract from the upcoming whitepaper: The Path Forward
So, I received printed versions of the first of the five whitepapers in our 2009 CRM Leadership Study, The Path Forward: New Models for Customer Focused Leadership. I am really excited about it. The first paper is what we have termed the Umbrella – the one that introduces you to all the concepts so that […]
