Stories from the Field: Give Your Forecast More Attention
I recall a consulting project with a company that was struggling to provide consistent service to their customers. At times, customers had to endure painfully long waits but other times their employees were sitting idle waiting for something to happen. It became...
Encouraging Dialogue with Customer Advocates
Customer advocates are influential, even as passive promoters. They write testimonials and reviews, and they answer questions to reviews or on forums. Their engagement is visible, and it’s very believable. You further customer advocacy as you encourage dialogue,...
The Power of Telling Your Customers’ Stories
To design and deliver great customer experiences, you have to understand the customer’s journey. Put another way, their story. To understand the customer narrative, the most successful organizations harness something that’s been around as long as humanity,...