One of the single most important objectives that service executives pursue today is service revenue growth. However, many struggle with this aspect of their business. Perhaps the reason lies in the fact […]
Like many of you, I have found the the idea of customer journey maps very compelling as an approach for gaining insight into how customers think and feel, but somewhat intimidated by […]
If last year was the year of the employee, 2016 is promising to be the year of the customer. With executives finally beginning to understand that customer service is a competitive differentiator, […]
Background Almost 30 years ago when tiered service plans were first introduced, they were usually shown to customers in tabular form. These tables listed the features in the left column and the […]
As many manufacturers transform themselves from product to solution providers, traditional product marketing managers need to review their approaches and tool kits. These days, open any trade journal and you will see […]
If your job description includes creating new services or products that become profitable, you know how hard your job is. You have an infinite number of ways to fail and only a […]
For the past seven years my friend Jon Picoult, Founder & Principal at Watermark Consulting, has been demonstrating the connection between Customer Experience (CX) maturity and stock performance. (A complete copy of […]
Your most unhappy customers are your greatest source of learning. ~ Bill Gates Every moment of everyday people are buying, selling, serving and living customer services. As we are all consumers […]
