by Guest Author | Feb 15, 2018 | Customer Loyalty
Ruth Winett wrote this article about listening to your customers. Ruth founded Winett Associates, which provides customized business research and writing services to meet your needs, budget, and schedule. She and I worked closely together for about six years,...
by Guest Author | Oct 26, 2015 | Customer Loyalty
Note: This is a guest blog from my friend Adan Ramshaw, Director of Genroe Pty Ltd. in Sydney Australia where he frequently facilitates customer journey map workshops. I have been running customer journey mapping workshops for our clients for many years. In the last...
by Sam Klaidman | Oct 5, 2015 | Customer Loyalty
When I was learning about customer surveys, I was taught that if you do not plan to take action on what you learn from a question, then don’t ask it—it made sense to me. However, now I believe that many people do not use any of the information obtained from...
by Sam Klaidman | Mar 5, 2015 | Customer Loyalty
For the past seven years, my friend Jon Picoult, Founder & Principal at Watermark Consulting, has demonstrated the connection between CX maturity (CX leaders and laggards) and stock performance. (A complete copy of the study’s results is available here.)
I...
by Sam Klaidman | Sep 22, 2014 | Growth
When we started selling products, we discovered they tended to break and needed to be repaired or replaced. And so began the evolution of equipment maintenance. We quickly learned three things: We can make money repairing stuff. Customers hate to pay to have their...
