customer strategy

Do Your People "Get" Your Customer Experience Strategy?

What do you think would happen if during an offsite meeting, 6 members of your 10-people strong management team came up with the most brilliant brand and customer strategy on the planet. In fact it was so brilliant, that it would give Apple, Google and Amazon a run for their money. It would go down in history as the best strategy every written.

But then they decided to keep this strategy a secret, only to be shared by the worthy ones. They’d only tell 1 in 4 employees. 1 in 2 managers and none of the other four executive team members who didn’t participate in the off-site.

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Maximize the Results of your B2B Voice of the Customer Programme: The Ultimate Guide

Well-run customer experience (CX) programs can help B2B companies grow the lifetime value of accounts, save them from churning, and generate warm referrals that drive new growth.

According to a McKinsey study, successful programmes lower customer churn by 10-15%, increase sales close rates by 20-40% and lower costs to serve by up to 50%.

In addition, B2B leads generated through warm referrals have on average a 4 times higher lead-to-deal conversion rate compared to sales prospecting or advertising.

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How this brand doubled their sales by listening to their customers

Could asking two simple questions actually help double your sales?

Absolutely. Here’s a real-world case that proves it. And it just happens to be my favourite case of all.

It’s a story of a premium grill brand you most likely know - Weber Grills. In a period of just 3 years, they’ve doubled their sales. 

How did they do it? By adapting their marketing to their best customers’ PERCEPTION (even if it sounds illogical)

Check out the full story:

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Building Blocks of a Customer Experience Transformation Strategy

Do you know all of the building blocks of a customer experience transformation strategy?

I've mentioned the CX Perception Gap before, right? You might know it as Bain's Delivery Gap, which states findings from their 2005 research: 80% of executives believe they deliver a superior experience, while only 8% of customers agree.

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Silos Are For Farmers!

I originally wrote today's post for CallidusCloudCX; it was published on their blog on July 26, 2017.

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20% of 65+ consumers have severe long-term activity limitations. I wonder how many marketers know that?

When you decide to work in the ageing business you have to get used to talking and writing about subjects that marketers would prefer to forget or not know about. That includes both the young and old variety of marketers.

When you say your specialist area of expertise is the effect of physiological ageing on the CX you get some rally weird looks!

Just to add to the naturally occuring travails of older consumers, the normal results of ageing, there are a host of age connected illnesses and disabilities that they might develop.

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State of Customer: What I Learned During 2016

Some years I find myself working on matters of strategy. Other years I find myself with ‘dirty hands’ working at the coalface – helping organisations build capabilities, and deal with operational challenges in the areas of marketing, sales, service, and CRM.  2016 has been a year where I have worked both on strategy and operations. What have I learned?

Customer Strategy

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What's Your #CX Strategy?

What is a customer experience strategy? Have you laid the groundwork for a successful execution?

Let's start by defining "customer experience strategy."

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Is Your Customer Experience Future-Proof?

If you work in customer strategy, sales, service or marketing, there is a high probability that you stay up to date on the latest developments in your field of expertise. You read articles like this. You visit conferences. You talk to colleagues in other companies to exchanges hints, tips and practices. 

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Do Your People "Get" Your Customer Experience Strategy?

What do you think would happen if during an offsite meeting, 6 members of your 10-people strong management team came up with the most brilliant brand and customer strategy on the planet. In fact it was so brilliant, that it would give Apple, Google and Amazon a run for their money. It would go down in history as the best strategy every written.

Continue Reading
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