Mark Ratekin

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 2013. In my last blog, I forecasted that we will continue to see great volatility in customer sentiment in 2013;...

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 we see emerging in the science of customer listening. Over the next several blogs, I will comment on a key...

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 websites such as Yelp!, TripAdvisor and Expedia. They found that independent, small-owner, and small-company hotels appeared to be more likely...

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 why acquirers should expect more. Lesson 6: Acquirers should expect more There are three dimensions acquirers should consider here – first,…

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 theme of lesson number five. Lesson 5: The end customer ultimately drives the project cycle Even when all of the mechanics…

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 of lesson number four. Lesson 4: Having the target and acquirer be on the same page is key By the time…

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 due diligence projects with companies. It brings me to my third lesson learned. Lesson 3: Building consensus is important Targets tend…

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 lesson was all about the importance of having good lists. The next lesson is about having financial information to guide...

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 during the subsequent integrations (where most acquisitions begin to fall short of expectations.) My colleague Phil Bounsall recently blogged on how...

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 he was speaking of overarching corporate strategies, the three reasons align with what I have seen related to customer strategies: You...

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 Index outperform the market by over six-to-one. So far, we have explored the dynamics of Relevance and Alignment, Team and...

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