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Does Customer Experience really Matter?
As consumers we all can recall the experiences that have left us feeling abused and mistreated by companies we have selected to give our money to. In some instances I promised to myself never to come...
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Many Social Media proponents, activists and analysts express strong believe that its advance creates revolutionary changes to role and importance of consumer voice in market dynamics. So far it gave...
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Customers love reliability of Samsung Galaxy Tab
With introductions of new tablets from major players taking place almost every week now, we decided to check the “pulse” of customer perceptions with products of this market segment. We limited the...
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Join us for “Innovation and Market Research” webinar
I am honored to present this webinar sponsored by Grandview Product Management community on June 22nd, 2011. There is a heated debate in a Product Management community about the Role of Market Research...
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Musing on difference between successful product & innovation
The discussions on importance of innovation are all over Social Media. The calls for innovating ourselves out from the current economic malaise are coming from the President of Consumer Electronics...
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Market Segmentation from Customer Perspective
This article was originally published at CustomerThink.com and being re-posted with some updates and modifications. Marketers used market segmentation methods for a very long time. However, as our...
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Strategic Marketing of Managing Expectations
“Happiness is in expectations management.” Let’s try to apply this wisdom to Product Marketing and Marketing Strategy. For eample, your company expects a product to generate specific and positive cash...
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HTC sweeps Customer Experience challenge
October is here, and that signals the arrival of Piplzchoice quarterly smartphone Customer Experience report. The past reports are available upon request. Here are a few words of explanation of the...
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Customer Experience is Everybody’s Business – Connecting the Dots
Most company executives don’t think that their accounting department is in the Customer Experience business. True, very few members of financial management teams normally have a reason or opportunity...
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Social Customer and the Quest for Better Margins
It is no secret that most new products taken to market do not perform to management expectations. While there may be a myriad of reasons to explain the high rate of failure, I would like to focus on...
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Customer Experience: Easy to Measure, Hard to Change part 2
This sequel was inspired by comments and questions posted in multiple LinkedIn groups where the first part was published. Special thanks to Richard Hatheway. One of the first reason people give, to...
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B2B Customer Experience Management – a story from the trenches
You may have noticed that most publically available research into Customer Experience is focused on consumer products and companies. There are a few good reasons why this happens: We all are...
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Top 5 Reasons why Customer-Centric Efforts Fail
Customer Experience Management is a holistic discipline involving all functional departments of a company (see examples here and here). However, many companies treat it as a set of “initiatives”...
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Do not confuse Customer Experience with Customer Service
There are too many people who use the customer experience and customer service/support terms interchangeably. Even well respected authors and customer centricity consultants, like Don Peppers,...
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Customer Experience is the “New” Marketing
Sincerity and competence are the currencies of customer interaction. Consumers may sometimes engage with a brand after seeing clever commercials or hearing a catchy jingle, but they are not very likely...
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CRM, Omnichannel and the Quest for Customer Intimacy
Once upon a time, before consumer markets became dominated by large corporations and big box stores, customer centricity was a relatively common practice. Small manufacturers and shop keepers could not...
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Can’t Buy Me Love or Superior Customer Experience
Superior Customer Experience cannot be delivered without the well orchestrated cooperation of all departments of a company. Yet, this cooperation is very difficult to achieve. The primary reason for...
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Customer Engagement is a Double Edge “Sword”
Every week I get at least two invitations for webinars exploring various customer engagement technologies. Apparently brands are really interested to engage consumers. At least technology vendors...
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Beyond Buzzwords – 4 Keys to Effective Action
A few weeks ago I attempted to provide a clear distinction between customer experience and customer support in this blog post. Since then, the post was re-published on a number of customer experience...
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3 Questions for the Author of “Hooked on Customers”
Last week I had the opportunity to ask Bob Thompson, the author of the book “Hooked on Customers”, a few questions. Bob is an international authority on customer-centric business management who has...
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