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Jay Curry

Jay Curry
Customer Experience Factory
Jay Curry is a founder of The Customer Experience Factory. His book, the Customer Marketing Method, was one of the first to show how to evaluate and realize customer profitability. Curry's current focus is on how Customer Experience Management applies to healthcare and non-profit organizations.

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…

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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