Posts From August 2009

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Getting Beneath the Voice of the Customer

Aug 11, 2009 11:04am

Doesn’t it make sense that: If you want to know what customers want, just ask them. If you want to see if they’re satisfied with the experience, just ask them. If you want to know if they’re come back or …

Channel 2.0: “Collaborative Ecosystem Management”

Aug 10, 2009 4:29pm

We are in the midst of a dramatic shift in the way business is done. In most industries, a much more open and collaborative network model is replacing the traditional closed and controlled firm-centric view of the world. This shift …

Channel 1.0: Foundational Capabilities for Optimizing B-to-B-to-C Performance

Aug 09, 2009 3:53pm

As I mentioned in my previous post (Optimizing B-to-B-to-C Performance: From Channel 1.0 to ChannelĀ 2.0), the foundational, Channel 1.0, capabilities required to optimize B-to-B-to-C performance include carefully selecting, cultivating, collaborating with, and deliberately managing the lifecycle and performance of channel …

Optimizing B-to-B-to-C Performance: From Channel 1.0 to Channel 2.0

Aug 06, 2009 11:35am

How do we keep up with changing consumer expectations when we only have limited direct contact with the ultimate consumers of our products? How do we align agents, brokers, retailers, or franchisees in order to deliver a consistent brand experience …

Overcoming Customer Experience Program Stress Points

Aug 04, 2009 2:47pm

Along with my colleagues at Customer Innovations, I’ve had the opportunity to help structure and manage major customer experience initiatives for a wide range of companies. In the course of doing so, we’ve run into every imaginable roadblock and gone …

Experience Miner: Creating Profitable, Evocative Experiences

Aug 03, 2009 7:33am

Most of the time and money organizations invest on customer experience is wasted… … because they focus on how the organization “delivers the experience”… … rather than on how customers actually “HAVE the experience”… … and how those experiences influence …