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What’s in a name? 13 Jul 2011 | 09:37 am
In June 2010 Axel Schultze, CEO of Xeesm, started a discussion in the CEM, Customer Experience Management, Linkedin Group. His invitation was simple: Please introduce yourself – by commenting here. N...
The “Gap” girls – Clienteering in action? 20 Jun 2011 | 10:07 am
I was speaking to a business colleague recently and explaining the clienteer concept to him. He has been extremely successful, selling his business for many millions in 2008. His reaction “I had cli...
Is your business a bit like a leaky bucket? 4 Apr 2011 | 09:44 pm
I’ve been playing with the idea of the Clienteer for a number of years now and have always struggled to fully explain the concept. Recently I’ve being using the picture you see alongside this post to...
Does the rise of the Chief Customer Officer role in big business create a massive opportunity for SME’s 29 Mar 2011 | 02:44 pm
A recent article in 1:1 magazine charted the development of the Chief Customer Officer (CCO) in our large corporate businesses over the last 10 years. The increase has been dramatic and the impact on ...
Two short videos on customer-centricity 15 Mar 2011 | 04:58 pm
This first video is less than two minutes long but neatly emphasises the power of making customer centricity part of your business’s DNA. The video features Rajiv Lal Faculty Cochair of Building and ...
An introduction to why Customer Journey mapping is important 13 Mar 2011 | 10:26 am
Keith Fiveson has written a good introduction to why customer journey mapping is important on his Get Customer Experience blog. His headings are simple yet must prompt the question for most business –...
A roundtable discussion led by Lynn Hunsaker and featuring Jeanne Bliss, Dick Lee and Jill Griffin 10 Mar 2011 | 10:51 pm
Lynn Hunsaker recently assembled a group of customer centricity heavyweights for a roundtable discussion. Lynn set up the discussion by stating that typically five times as many executives think they...
Customer Loyalty – A Competitive Advantage 9 Mar 2011 | 10:16 pm
Customer Loyalty – A Competitive Advantage On his site today, Frederic Gilbert has posted about the short-sighted vision of some European companies when it comes to customer centricity. He notes tha...
Seth Godin, Brian Vellmure and the boiling frog story 6 Mar 2011 | 05:24 pm
Brian Vellmure in his latest blog post has made great use of the frog in the boiling water story. He was inspired by hearing Seth Godin speaking in California about taking the initiative and not wait...
Is it time to end hostilities in the customer space? 1 Mar 2011 | 12:46 am
I detect movement in the discussion around customer centricity. For a start the phrase customer centricity is becoming more widespread and there is now a vibrant group on Linkedin titled “Building the...
