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.


July 11, 2013

Know Your Lost Customers – the Volume, Value and Reasons Why

In addition to knowing the number of lost customers, you need to know the reasons why customers left so you can drive change across the business. Without this information, the organization misses a massive opportunity to galvanize people into taking action.

A potent approach that makes the customer defection information come alive is a monthly “customer loss review.”

Establishing a reliable discussion for identifying customer defection issues and having executives constantly involved in speaking to defecting customers gets people moving more rapidly and it puts accountability in the game.


June 6, 2013

How to Become a Customer Action Hero

All the money in the world that you throw at that Net Promoter™ survey won’t do any good if there’s not a commitment to do something about what you hear. Yes, customer listening is as old as the hills. Unfortunately most corporations’ ears are full of wax. If you’re really serious about becoming a Customer Action Hero, there a five actions you can take now.


June 4, 2013

You Know Your Net Promoter© Score. Now What?

Net Promoter™ can break through and drive the change, but only if you break the cycle of what is classically done with the information you receive.

As with any customer feedback system, it’s what you do with the information that’s key. The name of the game should be giving customers a memory and experience so great – that they’ll want to repeat it.


June 5, 2012

6 Conditions for Considering a Chief Customer Officer

Separate motivation, disjointed metrics and inconsistent customer experiences illustrate a lack of commitment across the silos for treating customers as a key corporate asset.

Get six critical checkpoints for a Chief Customer Officer.


May 1, 2012

Rate Your Customer Experience Progress: Why Customer Efforts Fail – Signs to Look For and Avoid

If you have tried repeatedly to get a focus on customers inside your organization with less than stellar results, you’re far from alone. Most companies jump in 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, customer loyalty and customer profitability inside your organization.