From Contact centre to Customer Value Centre: read our new opinion paper. As we are not at the CCW, please watch also our webinar!

Dear Reader,

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

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

by: John Caddell

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

by: John Caddell

by: Chris Lawer

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”.

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.

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.

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).