Robert Howard

When Personalization Gets Creepy

Since the early days of customer relationship management, companies have been steadfast in their pursuit of realizing consumer intimacy through 1-to-1 marketing, customer segmentation, and individual personalization. Today, with an ever-evolving suite of social & interactive technologies and a consumer base that is increasingly...

How Well Do You Know Your Touchpoints?

As companies around the globe enter the brave new world of customer experience management, they are introduced to a dizzying array of new concepts including the term 'touchpoint'. While there is no shortage to the number of definitions for this term, the practical...

Grading Sprint’s Palm Pre Experience

On June 6, 2009, Sprint proudly launched their latest flagship product the Palm Pre. While numerous reports have lauded the success of the launch and the phone itself, a more important storyline is the strides that Sprint has made in their overall...

Time to Rethink Customer Loyalty

Most businesses understand the tremendous value associated with highly loyal customers. That is why businesses of every size and shape have implemented loyalty programs to keep their best customers coming back again and again. Unfortunately, this traditional loyalty model has grown tired and provides...

The Right Way to Measure Your Customer Experience

Attempting to measure the customer experience with a single metric such as customer satisfaction or customer advocacy is overly simplistic and risky. Instead, companies should dig deeper and establish a portfolio of measures that can determine how each touch point contributes to the overall...

Cultivate Relationships to Increase Margins

A critical - and yet often overlooked - component of customer relationship management (CRM) is the cultivation of existing customers. We've seen it all too often; companies spend nearly all of their time and scarce resources trying to attract new customers - while...

A Tale of Two Projects

A business tale of what it takes to turn around troubled projects. The year is 2005 and times are good. The business environment is vibrant and the economy is strong. Large businesses are committing large amounts of capital and resources to implement new strategies, establish...

The Customer Experience Process

Companies seeking to become more customer-centric should define the customer experience as a formal end-to-end process in their organization. Business leaders that subscribe to the process-centric approach to business improvement understand the importance of having well-defined end-to-end processes. Typical end-to-end processes that...

Improve Maturity With Capabilities

When projects need a strong dose of strategy & direction, leaning solely on requirements just won't cut it anymore. If you've been a part of any business project during your professional career, you've seen the basic formula before: Project teams analyze the current state, identify...

Invasion of the Loyalty Cards

Loyalty cards have invaded and have taken over our lives! It all started innocently enough. It seemed like no big deal when airlines and hotels embraced the 'frequent' traveler rewards programs. We consumers embraced the idea of earning rewards for our...

Myth No. 5: CRM Software Equals a Customer Experience Solution

As CRM concepts have matured, the hype-engines have been thrust into overdrive. The resulting marketing noise can make it difficult to differentiate between CRM and CEM. But make no mistake; Customer Experience Management is much different that Customer Relationship Management. Choosing...

Myth No. 4: A Centralized Customer Database Provides a 360-Degree View of the Customer

Establishing a 360-degree view of the customer has long been the holy grail of any CRM program. Many companies consolidate their multiple customer databases into a centralized customer database and declare victory. Although establishing a single customer database is foundational to a...

Myth No. 3: Each Channel Should Have a Unique Customer Experience

Thanks to technology and multiple points of presence, business just keeps getting more complex. Innovations in technology have brought new channels such as the call center, Internet, and now mobile channels in many industries. Many businesses, anxious to stay in the game,...

Myth No. 2: Customer Experience Is Just a New Term for Customer Service

Make no mistake, customer service is as important as ever; delivering great customer service is one of the most tangible and visible methods for improving customer satisfaction. Customer service, however, represents only a small fraction of the overall customer experience. Companies that...

Five Customer Experience Management Myths

As customer experience management (CEM) continues to gain importance in the minds of today's CEO's, more and more companies are taking on customer experience management projects to improve customer satisfaction, develop better customer insights, nurture customer loyalty and advocacy, and improve customer lifetime value....

Will Customer Experience Make or Break Your Company?

Is your business stuck in neutral, or worse, drifting backwards? It doesn't have to be that way. Some companies have figured out the secret for achieving ultra high business performance, and it has nothing to do with anything you'll find on the...

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