Marketing & Strategy Innovation blog

The Continuum of Data-Driven Success

I originally wrote today's post for Logi Analytics. It appeared on their blog on December 14, 2017.
 
Data is just data until you do something with it, right?!
 
That statement has plagued companies for a long time. For a variety of reasons, not the least of which is that they just don’t know what to do with the data.
 
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CX Journey™ Musings: Golden Rule or Platinum Rule?

Here's another age-old debate... gold or platinum?
 
Personally, I prefer platinum.
 
Oh wait. What are we talking about? LOL.
 
Rules. I'm talking about rules.
 
I still prefer platinum! 
 
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Imagine That You're a Human...

Now there's a crazy statement to make during a customer experience design session...
 
"Imagine for a second that you're a human... "
 
Yikes!
 
Unfortunately, more companies need to start thinking this way!
 
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Enterprise Software Priorities for the Next Decade

As I continue my myriad research projects this spring season I come across incredible insights from those I interview.
 
I have been doing a lot of work in platforms, data usage (including AI), infrastructure, and digital transformation this season (and I don’t see it slowing down, or changing, anytime soon – these are mission-critical, decade-plus initiatives for most organizations and they need to — well, compare notes.
 
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Free Breakfast Session: NPS Programmes done right: To win loyal customers and profit!

Net Promoter Programs (or other Voice of the Customer approaches) have already become an integral part of operations for many companies. See how you can use NPS to win the best customers and to achieve the highest financial results for your business. Because without satisfied customers there is no successful service!

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Gratis Breakfast Session: Net Promoter richtig gemacht: Schnell Loyalere Kunden und mehr Gewinn!

Net Promoter Programme sind zu Recht zu einem festen Bestandteil vieler Unternehmen geworden. Holen Sie mithilfe von NPS die besten Kunden - und finanziellen Resultate aus Ihrer Firma heraus. Kein erfolgreicher Service ohne zufriedene Kunden!

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5 Quick Wins for Your Net Promoter™ Programme

When implementing a Net Promoter programme, many organisations grow impatient. The initial business case may look compelling, but it may take months or even years before the results from acting on customer feedback show up in the (financial) numbers.

You can address part of this impatience by clearly managing expectations on what the programme can and cannot deliver in each stage of its development. But you can also plan for quick wins which you can pace across your first year (or even 100 days) of NPS implementation.

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Corporate Values Are Worthless

Corporate values are all the rage these days. They’re worthless unless companies are willing to sacrifice for them.
 
I say this because it’s just too easy to spend money, especially on topics that marketers have identified as important to customers. “Doing good” has been a function of communications outreach for decades; wether you call it cause marketing, corporate philanthropy, or corporate social responsibility, it’s easily rationalized as a marketing expense. The budgets are already there, most of the time.
 
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Tips for Designing a Closed-Loop Feedback Process

Do you close the loop with customers after they provide feedback?
 
Many companies listen to customers, but a big chunk of these companies don't do anything with the feedback or follow up with customers about what they heard. What a shame! What a huge missed opportunity!
 
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