Early in my prior life as a product manager, I realized that guessing at what customers want and need from products was not a sound strategy. That’s when my passion for soliciting insights from customers directly was born vs. taking a stab in the dark when faced with tough decisions. I’ll never forget one particular meeting I was in where we [...]
I often help my clients review the various points in their customer’s life cycle where they should be gathering customer input. By regularly doing customer research, companies have the information they need to wow their customers and ensure that customer loyalty is high. High customer loyalty is directly linked to higher profits. There are two clear beginning and end points where it’s [...]
Talking to your customers is a great way to keep your finger on the pulse of how this crazy economy is impacting their business, their customers, and the implications of all of this on how they work with you. By reaching out to proactively talk to your customers, you can learn a lot about the pressures they are dealing with which [...]
This is a blog entry by guest blogger, Reena Kapoor of Conifer Consulting. Reena is a pre-eminent marketing strategist and this entry shows some of her key values in the work she does with clients. Many companies fear social media. But the good ones have less to worry about than they might fear. While SM can be intimidating (especially with all [...]
Guest blogger: Maeve Naughton, Customer Reference Programs expert We’ve all seen the movie where the girl or guy turns to their significant other and says “I love you, but I’m not in love with you.” Sometimes it’s hard to believe while other times you want to yell at the TV and say “Duh!!!!!” Shouldn’t the recipient of the news have known? [...]
Guest Blogger: Patrick Reilly, Resources in Action The relationship between employee and customer loyalty is easy to sense or feel but hard to prove. This is a tough question to answer well, especially for the analytics, but let’s see if we can create a trail of causation. Recent research by Dan Pink author of Drive indicates that there are three important [...]
There is a strong link between employee loyalty and customer loyalty...organizations need to pay attention to their employees in order to have any chance of retaining their customers.
This is a blog entry by guest blogger, Reena Kapoor of Conifer Consulting. Reena is a pre-eminent product marketing consultant and this entry shows one of her key values in the work she does with clients. An excellent video talk by Joseph Pine on What Consumers Really Want. He talks about how we've evolved from economy that was based on commodities, [...]
Guest blog by Mary Sullivan of KickStart Alliance You’ve heard the adage, “It costs five times as much to attract a new customer as it does to retain an old one.” Even if you question the multiplier number, you know the concept is valid. And yet, businesses don’t always realize when former customers have decided not to buy from them again. [...]
Remember the 2004 "What the @#!* Do We Know?" movie that explored the power of our brains and our thinking? I loved that movie…and it got me thinking just a little differently…I have no hope that my interaction with Citibank last night will have anywhere NEAR the same impact. I just happened to check my online credit card account info last [...]
Launching a blog raises questions such as 'why', 'what', and 'how'...Jennifer Berkley of The Insight Advantage shares the process she went through in her first blog entry.