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.
The trapped customer
Last week I shared the Loyalty Matrix – a framework that segments customers into four categories based on their attitude and behavior. When we discuss...
Have a super day (and other nice touches)!
As I grabbed my cup of coffee and began to leave, the Starbucks clerk smiled and said, "Have a super day!" I smiled, chuckled...
Three levels of VoC action
Acting on the voice of the customer doesn't (or shouldn't) happen in just one department or one area of the company. I like to...
Making loyalty actionable
Taking action is widely mentioned as the top challenge in a customer listening initiative or voice-of-the-customer strategy. One method to making customer loyalty more...
Building customer relationships – So 12 seconds ago
I get a kick out of the AT&T ads (examples here and here) showing how the pace of things is so fast that the...
A good time to take a look in the window
At the beginning of a new year many decide to take a good look in the mirror to consider improvements they want to make....
Three reasons customer insights go to waste
Everyone agrees when customers share their insights, employees should put them to use. So why is it so hard? Without a doubt, taking action...
Ask: Do you use customer insights?
I think it is a little ironic. Customer strategists are frequently charged with collecting insights from thousands of customers. And yet, if you ask...
Better customer insight systems = better decisions = better business
"Just install a new ceiling fan." That was the simple direction from Mark Juleen, V.P. of Marketing from J.C. Hart, a prominent builder, developer,...
When the Ultimate Question is not so ultimate
When the "Ultimate Question" is all you ask me, it doesn't feel right. In fact it bugs me! I recently logged into an online application...
The things your customers notice
One day a customer was in our offices and noticed something that never even crossed my mind. The client mentioned to me, "Hey that's funny,...
Build an army of ambassadors for your customer strategy
Customer strategists can't do it alone. They need an army of ambassadors to make sure people are aware of the organization's customer initiatives and...