by graham@customerresults.com | Aug 27, 2013 | Uncategorized
Much is made of the evolution of Voice of the Customer (VoC) programs over the past 30 years. VoC is defined by Adele Sage (@adelesage) over at Forrester Research as “a systematic approach for collecting customer feedback, mining that feedback for insights, and then...
by graham@customerresults.com | Aug 15, 2013 | Uncategorized
Energetic discussion #1 of the past couple of weeks has been the impact of Core, Casual and Aspirational customers on Customer Relationship Experience (CRX) strategy. A few simple definitions and some questions may help. Core Customer –the customer segment or...
by graham@customerresults.com | Aug 5, 2013 | Uncategorized
Last week’s interesting travel conversation was about the difference between User Experience (UX), Customer Experience (CX) and Customer Relationship Experience (CRX). Thanks to Liz-Ann, my unfortunate victim, trapped by me in the Delta Sky Club. She is not in...
by graham@customerresults.com | Jul 31, 2013 | Uncategorized
Hudson Bay Company (from Canada and owner of Lord & Taylor) announced this week they are acquiring Saks (www.thebay.com or more importantly, www.lordandtaylor.com and www.saks.com). Hudson Bay was founded in 1670, Saks in 1867, Lord & Taylor in 1826....
by graham@customerresults.com | Aug 17, 2012 | Uncategorized
For years we in the customer experience world have been obsessed with calculating Propensity To Buy (P2B). For those not steeped in the technique this P2B means “the likelihood that a prospect or customer will buy or transact with us under specific circumstances”...
by graham@customerresults.com | Aug 13, 2012 | Uncategorized
As we approach the one month anniversary of Stephen Coveys’s passing on July 16th 2012 I have been rereading “7 Habits” and thinking a lot about him. I first read “7 Habits” in 1992 shortly after I moved to the USA and have been a believer in the principles ever...
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