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Robert Howard

Robert Howard
Robert G. Howard, Partner at Kurt Salmon, has more than 20 years of experience designing and implementing innovative customer experiences across web, retail, customer care, and mobile channels. Mr. Howard is the co-author of the The Customer Experience Fiasco, and 7 Steps to Customer Experience Domination.

When Personalization Gets Creepy

Since the early days of customer relationship management, companies have been steadfast in their pursuit of realizing consumer intimacy through 1-to-1 marketing, customer segmentation,...

How Well Do You Know Your Touchpoints?

As companies around the globe enter the brave new world of customer experience management, they are introduced to a dizzying array of new concepts...

Grading Sprint’s Palm Pre Experience

On June 6, 2009, Sprint proudly launched their latest flagship product the Palm Pre. While numerous reports have lauded the success of...

Time to Rethink Customer Loyalty

Most businesses understand the tremendous value associated with highly loyal customers. That is why businesses of every size and shape have implemented loyalty programs...

The Right Way to Measure Your Customer Experience

Attempting to measure the customer experience with a single metric such as customer satisfaction or customer advocacy is overly simplistic and risky. Instead, companies...

Cultivate Relationships to Increase Margins

A critical - and yet often overlooked - component of customer relationship management (CRM) is the cultivation of existing customers. We've seen it...

A Tale of Two Projects

A business tale of what it takes to turn around troubled projects. The year is 2005 and times are good. The business environment is vibrant...

The Customer Experience Process

Companies seeking to become more customer-centric should define the customer experience as a formal end-to-end process in their organization. Business leaders that subscribe...

Improve Maturity With Capabilities

When projects need a strong dose of strategy & direction, leaning solely on requirements just won't cut it anymore. If you've been a part of...

Invasion of the Loyalty Cards

Loyalty cards have invaded and have taken over our lives! It all started innocently enough. It seemed like no big deal when...

Myth No. 5: CRM Software Equals a Customer Experience Solution

As CRM concepts have matured, the hype-engines have been thrust into overdrive. The resulting marketing noise can make it difficult to differentiate between...

Myth No. 4: A Centralized Customer Database Provides a 360-Degree View of the Customer

Establishing a 360-degree view of the customer has long been the holy grail of any CRM program. Many companies consolidate their multiple customer...

Myth No. 3: Each Channel Should Have a Unique Customer Experience

Thanks to technology and multiple points of presence, business just keeps getting more complex. Innovations in technology have brought new channels such as...

Myth No. 2: Customer Experience Is Just a New Term for Customer Service

Make no mistake, customer service is as important as ever; delivering great customer service is one of the most tangible and visible methods for...

Five Customer Experience Management Myths

As customer experience management (CEM) continues to gain importance in the minds of today's CEO's, more and more companies are taking on customer experience...

Will Customer Experience Make or Break Your Company?

Is your business stuck in neutral, or worse, drifting backwards? It doesn't have to be that way. Some companies have figured out...

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