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Which Goose should you chase? – Invitation to co-create next generation...
A few weeks ago I posted a blog with the title: Why keep chasing the wrong Goose? At the end of that post I promised to come back to you with a more in depth post on what you should be chasing, or in...
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Reconnect the Customer and the Employee with the company
- This article was first published at www.CustomerManagementIQ.com. You can find the article there, here - Call centers have been named the drains of the organization. Unfortunately this is a true...
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NPS & The Customer Experience
Some months ago I wrote about how The Killer Customer Services or Loyalty Metric does not exist. In that post I provided an example of my own experience that it is not the metric that will improve the...
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Measuring Customer Performance – The Value Co-Creation Way
I found a new Dutch initiative to measure a Company’s Customer Performance: The Dutch Customer Performance Index (DCPI) (Dutch only) – a new objective and validated index for measurement of Customer...
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Want Your Customers To Talk Sizzle Or Steak?
Customers have jobs to do. And so do Companies. In essence the trick is to align and focus the company’s activities to maximize support to Customers to get their jobs done. From the unpredictable...
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A Matter Of Who And What To Value
I've been re-thinking the truth that some of your customers will inevitably be much more valuable to you than others, and your marketing investment would be much more productive if you knew who they...
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