The Road to Customer Experience Is Not Thru Net Promoter Score

Understanding the experience that customers value tops the list of most strategic agendas these days. The power of the buyer being in control can no longer be ignored. Sales feel it as their cycles grow longer and become less predictable. Marketing struggles to deliver predictable ROI across a sea of interaction channels where conversations happen without their involvement. Service and Support feel it as customers turn to each other for answers and to share information..... Read the full article on CMSWire.

Stop Kicking the Customer Loyalty “Can”

The adage says that it’s cheaper to keep a customer than to acquire a new one. Nevertheless, companies routinely don’t focus on “the customer” or on how the relationship is going. It’s often not until the customer complains or a quarter-end sales opportunity is identified that the state of the relationship is investigated..... Read the complete post on Forbes.

Four Things Fortune 100 Buyers Wished You’d Do

Most sellers are product-feature obsessed while their Fortune 100 buyers are relationship focused. In a recent study conducted on how companies purchase technology we found that Fortune 100 organizations place more importance on the quality of their vendor relationships than how well the product or service performs. Fortune 100 buyers are frustrated with the state of their vendor relationships ..... Read the complete post on Forbes.