Jane Hiscock
The Power of Curated Customer Experiences
Various studies of B2B customers show that more than 50% are not satisfied with the way in which brands market to them once they became paying customers. Similarly, more than 40% of marketers are not satisfied with the results of their customer marketing efforts,...
Differentiated Customer Experience: Focus on the End Game
We often judge an experience by the most intense points and the ending experience. The peaks and valleys influence whether to repeat or avoid a similar situation in the future. This is called the peak-end rule and was popularized by Nobel Prize winner Daniel...
B2B Influencer Relations in the Age of Transparency
Influencer relations is one of the most popular topics talked about in marketing circles these days but the practice isn’t exactly new. Long before YouTube stars needed agents, businesses have been courting influencers. In the B2B world, they strategically created inner circles comprised of...
Applying a Winning Mindset Will Positively Impact Your Customer Engagement
Who would your customers rather enlist when it comes to tackling a major new project or simply troubleshooting smaller issues – a team player that comes with a positive outlook, can do attitude and creative ideas or someone who’s just phoning it in? It’s...
Culture Clash: Is your company sales or customer-driven?
True story. My computer recently got infected with malware. Of course, it only happens on the day you have back-to-back meetings and are running on super tight deadlines. The good news is I knew instantly my hard drive was hijacked and quickly got on...
Secrets of Smart Meeting Facilitators
While relevant for meetings year-round, this article should be particularly timely as we move into the time of year when annual planning meetings are underway. In our role as advisory board facilitators we’ve developed a methodology that is airtight in helping companies execute effective...
Four Ways Online Customer Surveys Go Awry & Easy Fixes
At Farland Group, we help to facilitate customer advisory board meetings to make sure a meaningful dialogue is started, continued, and/or resolved. There is a specific distillation process to create a high-functioning meeting with an agenda that addresses customer concerns, advances partner interests, and...
Are your Silent Customers Voting with You or Against You?
Whenever you read reviews on Amazon or Yelp, host customer feedback sessions, or issue a survey, you’ll notice that customers tend to give feedback when they are extremely happy or extremely annoyed, and the majority in the middle just doesn’t bother. And yet that...
CIO: Your next Chief Customer Officer?
More and more, CIOs are stepping out of the world of information technology and enterprise computing and right into the customer’s office. This seems natural for companies like IBM where your customers also happen to be peers, but for the CIO of a retail...