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...

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...

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...

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...

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...

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...

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...

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....

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...

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...

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