Jay Curry

Salesboom or Bust?

I had an interview appointment with Salesboom.com CEO Troy Muise within a few days, so I was interested in the series of comments on a recent news posting about Salesboom.com, an up-and-coming entry in the SaaS wars, currently led by salesforce.com. Not all of the...

Testing Moments of Truth at Delta

Testing Moments of Truth at Delta A potential moment of truth, according to Jan Carlzon, occurs when an employee interacts with a customer. • If the experience is very positive, it becomes a Magic Moment. • If the experience is very negative, it becomes a…

A Customer Experience in Bogota

A Real World Lesson in Customer Experience Management in Bogota This past June I accompanied three other CRMGurus to Bogotá, Colombia where we were to speak to about 200 delegates at a CRM/CEM conference. W ended up with a practical lesson and case study in...

The Customer Experience Field Manual

This is the first in a series of blog postings on the basic concepts of Customer Experience Management. They can be found in an e-book—The Customer Experience Management Field Manual which you can order—free—by sending an email to: [email protected] Thank you. The Customer Experience Factory…

Customership Is “Whole Brain Marketing.” Part II

A pictogram may reflect more accurately feelings than words. We prefer to measure on the Basis of pictograms such as these which avoid any confusion over verbal definitions. See Figure 1. At the end of 2006 I came across in my search "Net Promoter...

Customership Is “Whole Brain Marketing.” Part I

For some time I have been in search of something in Customer Experience Management that would track and trace customer "superenthusiasm". I was thinking of a kind of satisfaction survey which would capture for instance if a foods shopper would travel 3 miles out of...

The Ultimate Question–A Disruptive Concept

Book Review: The Ultimate Question, by Fred Reichheld, the Harvard Business School Press, ISBN 1-5319-783-9 Last year I wrote an e-book on Voice of the Customer. I should have stayed in bed. As a matter of fact I did, spending 10 months of 2006...

Now is the Time for Patient Relationship Management

On December 27, 2005 I was a strapping 6'5" CRM Guru with a firm faith and belief in the holy grail of customer profitability. I was just coming off a world tour for Microsoft where I could preach the customer profitability bible to...

SMEs Can Put the Customer on Top With Customer Teams

Nobody knows who I am! I keep getting transferred from one department to another! Why don't they communicate with each other? These often-heard customer complaints are usually the result of "stand-alone" departments, as shown below. Some companies try to solve the complaints by problem by…

In SMEs, Collaboration Is the Word for Getting a Workable System

Marketing and IT people and departments are not often collaborative in their daily work—especially when it comes to the question: Who owns the technology? This fact of life is evident to any reader of the cartoon strip Dilbert. Dilbert and his nerd cohorts believe the...

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