5 Key Questions to Get New Business Ideas Off the Ground

We all have great ideas, or work with people who do. How many of them actually go anywhere? Brainstorming is fun, coming up with new ideas is exciting. But to turn that fun and excitement into tangible products or business you need to answer some key questions to frame your idea [...]

Book Review – “Answering the Ultimate Question”

Since I have written in the past about Net Promoter Score (NPS) the publishers of this most recent book sent me a copy and it’s about time I posted my review.
There has been much criticism of NPS as a single measure of loyalty.  With most of the criticism centered around the disbelief that a single [...]

How to Grow a Professional Association

 Over the years I have served on the Boards and Committees of several professional associations.  It’s great networking, and the meetings are usually great learning opportunities.  I often get asked to serve on the Membership Committee due to the nature of my ‘customer relationship’ work.  The challenge facing associations is often the same – how to grow and [...]

Great Expectations – Customers as Competitors

I’m seeing an interesting trend in my client work. The metrics used to measure the health of customer relationships are declining, yet the companies have not really changed anything operationally. So how does one explain this disturbing trend? First, getting to the heart of the matter would require a deep dive [...]

You Can’t Spell Customer ‘Success’ Without the S’s

I’ve been working on a big “measuring the customer experience” project and it got me thinking. What is it that makes one customer initiative a success and another, well, not so successful? I didn’t want to say “failure” because I believe there is no such thing as failure, there’s only feedback. [...]

Do you have the right employees for your customer strategy?

When I make my monthly visit to my neighborhood PetCo I often stop at the near-by Jack In The Box drive-thru for a quick meal.  Up until a month ago this Jack In The Box was closed for several weeks to do some remodeling.  It just so happens that I have been there three times in the last month, which for me is a [...]