Blog

Brand Driven Behavioral Change

As organizations are beginning to realize that for long-term growth, you need long-term customers (advocates) and to have customer advocates, who sell your brand for you and loyally spend more and more dollars for your products and services, you must have people in your organization that are engaged, brand advocates. But how do you do […]

Customer-Centric Culture = Employee-Engaged Organization

I recently heard Joseph Jaffe, author of Z.E.R.O.: Zero Paid Media as the New Marketing Model, speak at a conference and discuss the combined forces of accelerated technology disruption, consumer changes, and innovation evolution affect on the marketing world today. Jaffe warned that if the advertising industry does not adapt, it will result in financial […]

Promoter-Driven Economy and the Next Decade of Innovation in Customer Experience

At Satmetrix’s 8th Annual Net Promoter Customer Experience Conference, Richard Owen, President and CEO of Satmetrix, gave the keynote: Friends with Benefits or Enemies with Consequences: The promoter-driven economy and the next decade of innovation in customer experience. In his presentation, Richard shared five predictions for the next decade of NPS and CX: Pricing transparency […]

Avoid Survey Fatigue with more Effective Ways to Listen to Our Customer

People are tired of surveys! I’m tired of surveys. We are over-solicited with surveys – in store, bottom-of-receipts; online; via pop-ups or post-purchase emails; and, more and more, on our mobile devices. We are experiencing survey fatigue (yep, that is a real thing). Just because you can survey your customers doesn’t mean you should. Surveys […]

Four Factors of Net Promoter Score for Success in the New Subscription Economy

Richard Owen, President and CEO of Satmetrix, had a lot to say at the Satmetrix’s 8th Annual Net Promoter Customer Experience Conference. At his keynote: Friends with Benefits or Enemies with Consequences: The promoter-driven economy and the next decade of innovation in customer experience, Richard explained that Satmetrix sees four important factors to the future […]

Customer Experience and the Three Types of Net Promoter Adopters

I was at the recent Satmetrix’s 8th Annual Net Promoter Customer Experience Conference where Richard Owen, President and CEO of Satmetrix, gave the keynote: Friends with Benefits or Enemies with Consequences: The promoter-driven economy and the next decade of innovation in customer experience. In his presentation, Richard explained that Satmetrix sees three types of NPS […]

What Great Brands Do: An Interview with Denise Lee Yohn

Blending a fresh perspective, twenty-five years of experience working with world-class brands including Sony and Frito-Lay, and a talent for inspiring audiences, Denise Lee Yohn is a leading authority on building and positioning exceptional brands.  Denise is the author of the new book What Great Brands Do: The Seven Brand-Building Principles That Separate the Best […]

Walt Disney’s Enchanted Tiki Room

Some of you may know (or have guessed) that I am a big fan of Walt Disney. I consider Disney the ultimate experience maker. When I go to Disneyland with my family, the first attraction we go to is Walt Disney’s Enchanted Tiki Room. Yeah, you heard me, the Tiki Room. I know most people […]

Customer Journey Lessons Learned from Salesforce’s ExactTarget

In ExactTarget’s Customer Journey Lessons Learned: Your Guide to Building Lasting Relationships they share: Customers aren’t willing to give their loyalty to brands that don’t understand their tastes and preferences or personalize messages specifically to them. Don’t let data pass you by. Each time a customer interacts with your brand, it’s an opportunity to collect […]

Customer-Centric Transformation for Your Organization

Being Customer-Centric is no longer a “nice to have.” If you don’t start solving your customers’ future problems now – before they become their current problems – someone else will and you will become irrelevant. An organization doesn’t become customer-centric overnight. It is a cultural change that takes clear focus and commitment. To develop, determine […]