customer value

Measuring customer value in experience?

I’ve been involved in Customer Experience (Management) since the beginning of my career. And for as long as I can remember we (me included) have been measuring success of our efforts through metrics like Customer Satisfaction, Customer Retention, Intention to (re-)purchase, intention to recommend.

Touch-Point Success

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What Does The Doublespeak of Customer Love Disguise?

Looking beyond the doublespeak of customer-centricity, customer engagement, customer love to see what is truly there.

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Customers Are Talking: You Can't Listen to Customers if You Hate Them

by: John Caddell

Every Tuesday, this space will cover "Customers Are Talking... Are You Listening?"

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Why You Should Listen to Customers Even if They're Wrong

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Right Side Up: Turning Business on its head

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Advertising 2.0 - How Micromedia Effects Advertising

by: Karl Long

Paul Beelen, a Spanish language blogger has written a nicely presented whitepaper called Advertising 2.0, which comes nice polished package, making it ideal for the executive in your life that “isnt’ getting it”.

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Customer Advocacy and Brand Development

by: Chris Lawer

Something of a personal milestone achieved today - my first academic paper is published, in the Journal of Product and Brand Management, co-authored with Professor Simon Knox at Cranfield.

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Co-Creation

by: Jennifer Rice

I wrote a series of posts over a year ago on Corante's Brandshift on co-creation. Since that group blog has slowly died out (replaced by Corante's Marketing Hub), I'd like to salvage these posts and bring them back for discussion.

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The Logic of Co-Creation

by: Chris Lawer

Following my talk at LIFT06, I have been thinking a lot about how to build up a simplified logic for explaining co-creation, as distinct from open-source product innovation (von Hippel etc). 

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Avoid Creating 'Innovation Scree'

by: Chris Lawer

Jim Maxmin and Shosanna Zuboff argue in The Support Economy that managerial capitalism has reached the end of its adaptive life.

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