Customer Experience: Is It The Chicken or Egg?

Companies are starting to see the light. They are embracing the principles that Apple, Google, and Philips Electronics have been advocating for a long time – differentiate yourself based on the experience you deliver to customers; not on the products you sell. According to a CEI Survey, 86% of buyers will pay more for a better customer experience. But only 1% of customers feel that vendors consistently meet their expectations. These statistics highlight the magnitude of the growth opportunity before us. What if you just increased the percentage of consistently happy customers by 5%?.... Read the full article on Forbes.

Customer-Centric Messaging JIT for Sales Kick-Off

It’s three weeks before annual Sales Kick Off event and there’s grumbling in the hallways about marketing’s messaging. It just doesn’t seem to work and wouldn’t it be nice if more effective messaging could be shared with the sales team at Kick Off. It doesn’t really matter if the conclusion that the current messaging is wrong was reached by sales, marketing or management. L ikewise, arguing that the messaging is correct is both fruitless and a political blunder... Read the full article on Forbes.

Why Customer Loyalty Is Hard

Wrapping your business around the customer has been a core business principle since before Adam Smith wrote the “Wealth of Nations” in 1776. Yet every year, there are new technologies, theories, and business models that promise to get a company closer to its customer, as if customer alignment had just been discovered for the first time. Do we really need new-fangled ways of solving the problem, when many companies have performed well at customer alignment for centuries?... Read the full article on Forbes.  

Change or Die

We’re waking up from a daze that started when marketing results became increasingly unreliable and change whacked us in the head and flipped decades of established marketing and sales practices upside-down. Lori Wizdo also noted that buyers expect a personal touch yet sales departments are still pushing products instead of building relationships. As a result 50 percent of sales don’t meet their quotas and only three percent of customers feel their interactions with sales are meaningful.... Read the complete post on Forbes.

7 Tips of the Chief Customer Officer

The transition to a customer-centric organization will transform many Chief Revenue Officers into Chief Customer Officers. As organizations realize that the customer experience and relationship is the asset that leads to revenues, CROs will shift focus from the revenues themselves, to the customers that deliver it. For CROs making this transition, it may feel like unfamiliar territory..... Read the complete post on Forbes.