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.

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.

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.

Is Your 2013 Planning a Budget Battle? Try Something New – Preference Marketing

It’s budget season for most companies and a key part of the process is balancing revenue targets with investment levels. We all know how the story plays out; it’s always a fight leaving all involved bruised and sore with a good amount of lost trust. Oddly, people wonder why Sales and Marketing don’t get along? The irony is that both Sales and Marketing are wrong..... 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.