In my post “Don’t Take The Customer Decision Journey For Granted” I argued that it is time we start putting our money where our mouth is and really dig into helping Consumers make their purchase decisions. Not an easy task, if only for the myths that surround the theme.
Read more "Change – Not Adapt To – The Consumer Decision Journey"
If we judge marketers by their (customers’ ) actions we could come to the conclusion many take the Customer Decision Journey for granted. And it’s highly questionable if predictive (online) analytics is the best solution. So, what could you be doing?
Read more "Don’t Take The Customer Decision Journey For Granted"
You have probably heard this before: “People in [fill in any country name] do not rate your service with a 9 or higher. That’s not our culture”. Do you buy into this ‘culture’-effect? I don’t, and here’s why:
Read more "We Don’t Need An NPS-[fill in the blanks]"
I believe one can be extremely Customer centric without having a Customer Relationship Management or (Branded) Customer Experience strategy.. You can read why and how in this post.
Read more "You Don’t Need a CEM/CRM Strategy To Be Customer Centric"
I stumbled on this -must-read- post from Gaurav Ballah, in which he embedded a video from Steve Jobs I think is a must see for it puts an end to the myth that Apple does not listen to Customers. See for yourself:
Read more "Steve Jobs on Customer Driven Innovation"
I disagree with Esteban Kolsky’s “Case for Single Channel Excellence” before entering into another channel. There are a couple of reasons why:
Read more "The Case for Multi Channel Excellence in Customer Service"
I know a lot has been said about Net Promoter Score (NPS), and I’m not in this world to judge anyone who’s working with it, or developing it into a Net Promoter System. I do like to share my experiences with it though. Unfortunately the Net Promoter Score is not working for me right now. And here’s why:
Read more "Sorry NPS, I’m not buying (it).."