Top 10 Discussions of the Past Year

Top 10 posts with the most comments published in the past year.

5 NPS Myths and How to Overcome Them

I first heard of the Net Promoter Score from Fred Reichheld, one of its co-developers, in a talk he gave at a vendor conference. When he stated that “the NPS is the best predictor of business growth,” my interest was piqued. Why? I have...

Culture, Not Rogue Employees to Blame at Wells Fargo

Employees at Wells Fargo have done a bad thing. Now, the question is who's to blame?Last week, Wells Fargo made national headlines when it was revealed that employees have opened more than two million phony bank and credit card accounts since 2011. These accounts were...

Time to REALLY think differently about customer experience…..

Over the last 10 years I have seen many attempts by teams to engage with their companies customer experience and how they have failed, the discipline (emerging as it is) is still being dominated by old thinking - 'wow' your customer, be 'customer centric',...

Who gets the best offers? Your most loyal or most at risk customers?

In a meeting the other day, a colleague from another agency, and respected industry person, posed the following question: "Why are we giving our best offers to our most loyal customers? They're going to stay anyway, right? Maybe we should be giving them to...

Do Corporate Values Matter?

Visit the website of a great company, and you’re certain to find a values speil. UnderArmour dedicates an entire web page to explain its Mission and Values. Whole Foods describes its Core Values, offering a subtitle, What’s truly important to us as an organization,...

Can Sales Really Create Value?

Leanne Hoagland-Smith wrote an outstanding post, The Ultimate Sales Goal Is Connecting With Customer Value Drivers, Not Creating Value! In the post, Leanne hits head on what too many sales people miss about value.  We tend to think of value and value proposition in...

The Preoccupation With Pre-Customers

Many companies devote considerably more energy and resources to capturing customers than they do to keeping them. But, all customers are not created equal; some have more potential value than others. It’s extremely important for targeting the best customers that their array of value...

Customers As Assets: Getting there quickly

Thinking about customers as assets is my first customer experience competency. The idea of ‘customers as assets’ moves you towards a simple, non-refutable measure of if you did, or did not, earn the right to customer-driven growth. It’s an unfortunate reality that many companies, despite...

Bribe Me With Amazing Service

Social Review Sites My automobile dealer wants my experience with them to be perfect. Really, they do! It turns out that the dealership is given a financial incentive by the automobile manufacturer to deliver excellent service. They are worried that if the dealership fails, then...

The Conflicted Rhetoric of Marketing and Sales

We’re bombarded with messages from experts about getting close to customers. How close? Really close! Lustful words like embrace, love, and passion have migrated from romance novels into business blogs. Marketers freely infuse love as a marketing schtick, with buyers as the intended objects....

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