Mark Ratekin
Mark Ratekin
Mark is responsible for assisting clients in identifying and quantifying the financial linkage of their customer loyalty management programs. He plays an active role in translating program findings and conclusions into actionable recommendations and works with management and employees to facilitate the implementation of program findings into quality improvement strategies.
Customer Experience in 2013: The Promise of Big Data
This blog series focuses on some trends and themes that I predict will have a great impact on the discipline of customer experience in...
What issues will impact customer loyalty in 2013?
As January comes to a close, I thought it might be beneficial to pause for a moment and provide some thoughts on what trends...
Diversification in Customer Listening
In a recent Harvard Business Review article, researchers set out to determine which types of hotels are more likely to post fake reviews on...
Customer Due Diligence – Lesson 6: Acquirers Should Expect More
The acquirer should look to their customer due diligence partner to be their strategic advisor during the integration process. This post discusses how and...
Customer Due Diligence- Lesson 5: The end customer ultimately drives the project cycle
The feedback of the target's customers is crucial for the timing and also the success of the customer due diligence program. That is the...
Customer Due Diligence – Lesson 4: Get on the Same Page
The relationship and communication between the target company and the acquirer is very important in the customer due diligence process. That is the theme...
Customer Due Diligence – Lesson 3: Building Consensus is Important
We all struggle to gain consensus in an organization on virtually any topic, and I have found that to be true in conducting customer...
Customer Due Diligence – Lesson 2: Financial Information is Imperative
In my last blog, I started a list of lessons learned from working with a number of companies on customer diligence projects. The first...
Customer Due Diligence – Lesson 1: Start with Good Lists
Customer due diligence can be a powerful exercise that can add value not only during the negotiation and purchase of an organization, but also...
Three Reasons Strategies Fail
I was recently with a business strategist from a Fortune 500 company who stated there were ultimately three reasons corporate strategies fail. Even though...
What Makes Companies in the Walker Index So Special (Part 4)?
This is the fourth part of our ongoing series designed to understand some of the dynamics that help explain how companies in the Walker...