Patrick Gibbons
Patrick Gibbons
As senior vice president of marketing, Gibbons has global responsibility for definition, branding, and promotion of the company and its solutions. In addition, he works with market leading organizations to develop communication initiatives that engage employees around customer-focused strategies.
Holly – The customer-focused product manager
Top customer experience professionals know how to get things done. In particular, they know how to work through others to drive results. In a...
Dan – The customer-focused sales professional
Top customer experience professionals know how to get things done. In particular, they know how to work through others to drive results. In a...
Cindy – The customer-focused technical support specialist
Top customer experience professionals know how to get things done. In particular, they know how to work through others to drive results. In a...
Dennis – The customer-focused quality manager
Top customer experience professionals know how to get things done. In particular, they know how to work through others to drive results. In a...
Julie – The customer-focused account manager
Top customer experience professionals know how to get things done. In particular, they know how to work through others to drive results. In a...
Infographic – The Road to Customer-Focused Results
Customer-focused initiatives should be all about generating results for your company. Of course, like many things, it is much easier said than done. Achieving...
Julie isn’t customer focused and it’s your fault
Julie is a strategic account manager. She manages a number of complex business accounts and each one of them involves multiple relationships that all...
What it means to be customer intelligent
We have coined a phrase around our company: Be Customer Intelligent For years we have studied customer relationships and now, probably more than ever, customer…
B-to-B CX is hot- at least to me!
The last business book I was reading took a familiar path when it came to the discussion of customer experience. They raved about Zappos,...
‘I heard what you had to say’ can go a long way
One of the first rules of acting on customer insights is to simply let them know that you're listening. Unfortunately, too often, customers feel...
What about customers that didn’t complain?
Predictive analytics and big data are some of the hottest buzzwords. So how can this be used to improve customer intelligence in service organizations? Here...
Are your customer initiatives lost in the clutter?
Although often overlooked, an essential element of well-run customer-focused initiatives is good communication. Too often, companies can get caught up in the details of...
Three P’s for measuring the value of customers
Is sales all that matters? Unfortunately sales dollars are sometimes the only measure used when B-to-B companies evaluate the value of their customers accounts. We...
Not my job!
I am somewhat amused when I see efforts to establish boundaries related to customer experiences. I recently stopped at a highway rest stop and saw...
EMC’s stellar VoC communication
I think most companies do a lousy job of communicating with their customers when it comes to their voice-of-the-customer strategies. They tend to spend...
Leveraging Loyal Customers
You have lots of loyal customers. But, what do you do to make the most of these relationships? First, let's describe what we really mean...
Launching VoC strategies – 11 key factors
Launching a new voice of the customer initiative is a big undertaking. Unfortunately too many companies do just that – they launch! They charge...
Accessible customers – Are they worth the effort?
Are Accessible customers worth the effort? After all, they are an odd mix -- they like you, but don't plan to keep giving you...
Taking action on high risk customers
"I'm not coming back and I don't really like you anyway!" In the framework of the Loyalty Matrix, that is essentially what a "high...
Four elements to drive VoC action
Taking action is the most commonly mentioned obstacle when discussing voice-of-the-customer strategies. In many organizations, particularly those that are large and complex, it is...