Bob Thompson

Spirit plans passenger experience makeover. Can low price and great CX coexist?

Quite a few years ago (ok, more than 2 decades, ouch!) I worked at IBM, selling to a large enterprise. IBM's strategy at the...

5 Fails by Angie’s List — Why “Soft Skills” are Key to Customer Service...

One might think that a small company like Angie's List (~$100 million/year) would outperform e-commerce giant Amazon.com (~100 Billion/year) on customer service. Sadly, no. After...

At the Center of Customer Conversations: Q&A with Pypestream Chief Customer Officer Donna Peeples

Chief Customer Officers are becoming more common in recent years. According to the CCO Council there were fewer than 20 CCOs in 2003. Now...

Citrix, NetScout, and Haemonetics share secrets of award-winning B2B customer service

I recently had the pleasure of speaking at the awards dinner of SCORE, an annual conference by Omega Management Group. In all, 40 companies...

Smart Practice for #CustServ Channel Optimization: Less is More

Recently my car battery died and I resigned myself to a few hours of inconvenience. I'd have to find a local repair shop,...

Qubit Helps Digital Marketers Shift Gears on the Road to a 1-to-1 Future

If you’re an avid cyclist looking for components, clothing, or even a shiny new set of wheels, online searches will eventually take you to...

Creating and Selling Change (X>XY>Y) — 5 Questions for the Authors of “Selling Vision”

Everyone knows that buyers today are behaving differently now, thanks to easy access of information via the Web. The problem is that while buyers...

Top 5 signs you’re doing a REAL Customer Experience Management (CXM) initiative

What does it really mean to do a "Customer Experience Management" (CXM) initiative? Theoretically, it could include anything because customer experience includes everything. Identifying...

5 Questions for Richard Shapiro About Saving “The Endangered Customer”

Richard Shapiro’s book The Endangered Customer: Eight Steps to Guarantee Repeat Business is an exclamation point on his three decades of experience in...

Are You Competing on Customer Experience to Keep Up, Get Ahead, or “Leave a...

Painting is self-discovery. Every good artist paints what he is. —Jackson Pollack Three years ago, MassMutual embarked on a journey to reconnect...

Innovation: The Art of Implementation — 5 Questions with Robert Brands

We've all seen those magazine lists of "most innovative" companies. Typically included are companies like Apple or, more recently, Tesla. Some are little more...

3 Strategies to Sell the CEO on Customer Experience Management (CXM)

These days everyone seems to be on the CX bandwagon. Various studies find that upwards of 70% of executives believe CX is the key...

Can You Trust B2B Software Review Sites? Doveryai, No Proveryai

Short answer: No. I mean Yes. Let me explain. There is no such thing as a completely unbiased review. So if you're looking for one...

New Study: What Separates Innovation Leaders from the Rest?

A new report by PA Consulting finds fear of failure one the big reasons that companies aren't more successful. There is some indication that...

Customer Success Management: Training Wheels for CXM?

A couple of years ago a Forrester analyst told me that "Customer Success Management" would be the next big thing. I'm beginning to think...

Has CXM “Jumped the Shark,” trying to be the Theory of Everything?

The term "jump the shark" originated in a 1977 episode of Happy Days, when the Fonz literally jumped a shark on water skis. In...

Inside Scoop with Jeanne Bliss: Chief Customer Officer 2.0

Interview was conducted on June 17, 2015. Transcript edited for clarity. Bob Thompson: Welcome to another episode of Inside Scoop. Today, I’m joined by Jeanne Bliss,...

Extraordinary CX will Require Thinking, Feeling, and Leadership

This week Walker's annual B-to-B CX Summit in Seattle reinforced a number of topics that I've been researching and writing about in recent months....

SDL and Tahzoo surf digital transformation wave

Last week I enjoyed spending some time at SDL’s annual customer conference, and wanted to share a few observations. On the product side, the company...

What word best describes Infusionsoft? Love.

It's been a couple of weeks since I attended Infusionsoft's annual small business love-in AKA ICON conference in Phoenix. "Love" is the one word...

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