We want you back _ empty table image
April 13, 2016

We Want You Back – How To Prove It To Your Customers

At some point, your business will suffer a failure that disappoints customers. Your apology and recovery – proving “We want you back” to your customers – is your opportunity to make amends. Your actions create a story about how you treat your customers. And customers will tell the story.


March 17, 2015

Diminish the Funky Task Force to Focus on Important Tasks not Reactive Tasks

Many organizations gear up for “customer focus” action only when the survey results have just come out or are about to be announced. There’s the mad dash to try to see how the data coincides with each operating area. A leader requests several groups work together to “solve the situation.” This begins the cycle of many meetings, ideas and proposed actions, but little movement.


January 15, 2015

Why Customer Efforts Fail – Eight Signs to Look For and Avoid

Most companies jump into the CX work without evaluating how the organization works together, whether the CEO is truly committed and if the patience exists for the long road ahead. There are eight key issues that usually get in the way of making progress in your focus on customers inside your organization.


January 8, 2015

When Things Go Wrong, Customers See You in the Recovery

When a beloved company apologizes for something that goes wrong, the intent and motivation is to make customers whole—to earn the right to continue the relationship. Their genuine apology transforms into an opportunity that enables customers to think, “Who else would respond this way?”


July 22, 2014

Customer Leaders Must Have Guts

It’s easy for leaders to say they want to focus on the customer. But most do it without knowing what they’re signing up for. Some don’t realize that they need to personally have skin in the game. This work won’t budge from hand wave to action without two leadership attributes: gut and guts.


January 2, 2014

Eight Actions that Ensure Chief Customer Officer Success

The leadership of the company must be behind the Chief Customer Officer. Senior executives should know that before they commit to a Chief Customer Officer, this will require a time commitment from them. Especially if the Chief Customer Officer comes from outside the business, he or she will need these executives to cut a swath through the politics of the organization.


December 19, 2013

Find Out How Much Rock Pushing You Need To Do

The Reality Check Audit covers the seven dimensions of building customer relationships and managing customer profitability. Think of the Reality Check Audit as your “To Do List.” It’s a great way to get the lights turned on inside your corporate machine on how much work this “customer thing” takes. Use it to set expectations and to plot out your priorities.


November 13, 2013

Have You Implemented Customer Listening Accountability?

Implementing customer listening accountability is prescribed often, but very few do it well. Without the clarity of which feedback goes to what area, you’re collecting more data to add to the piles you already have. Every piece of incoming feedback has to have an operating area that will be held accountable.