Bob Thompson

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...

What do you call this ‘customer’ stuff within your company?

If you think about popular business trends of the past 20-30 years, they all ended up with a short label or TLA. Total Quality...

Want to Grow Your Business? Take a Peak Inside Your Customer’s Wallet

My family splits our grocery shopping budget between three stores. Trader Joe's is our favorite. We like the selection, pricing, and interaction with employees...

Why Delight Matters in Customer Service: 5 Questions for Chip Bell about Sprinkles

Everyone is talking about Customer Experience (CX) these days. Unfortunately, "improving CX" usually means fixing something that's broken. Yes, of course companies should fix...

Five Customer Experience Milestones on Your Journey to Digital Transformation

Last year my wife and I decided to buy a condo in Coronado (near San Diego). Since we were new...

What is the “X Factor” in Customer-Centric Success?

Leading by example. Not collecting feedback. Not finding the right loyalty metric. Not paying people to increase NPS scores. Not journey mapping. Not predictive analytics....

Does Customer Experience Management include Products? Pricing?

As the Customer Experience (CX) movement has taken hold over the past few years, there's been a near consensus emerge in the industry that...

Can you share an example of a customer-centric executive who “walks the talk”?

In my recent customer-centric benchmark study, one attribute that stood out in better-performing companies was "managers setting a good example." Can you share a...

Closing the Loop with Customers: CX Leaders Have a Bias to ACT

A few months back I had a bad experience with Thrifty Car Rental. They enticed me with a great offer,...

Top 10 Practices of Customer Experience Leaders

I recently had the pleasure of keynoting two Contact Center Day conferences in Santiago, Chile and Lima, Perú. The events, attended by about 300...

Ongoing learning, monotasking key to success with “Agile Selling” — Q&A with Jill Konrath

Jill Konrath's new book AGILE SELLING is a good read. Instead of pushing yet another sales methodology, you'll find practical advice that most any...

Customer Experience vs. Customer Engagement — A Distinction Without a Difference?

In recent months I've been seeing and hearing the term "customer engagement" pop up more and more. Mostly from the technology community (vendors and...

The Journey to Customer-Centric Success — 9 Key Insights from Hooked On Customers Summit

Over the past two weeks we conducted a series of four webinars that collectively comprise the Hooked On Customers Summit. Over 260 people attended. The...

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