All Blog Posts (15)

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Connect your customer experience management efforts across the company, and enjoy exponential benefits, according to the 2011 Business-to-Business Customer Experience ManagementBenchmarking Study.

Companies with managers (of their top five methods…

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Value creation is perhaps the single most important aspect of any executive's job. As such, crystal clarity on what it is and how it's done should certainly be top of mind. Shareholder value is fueled by customer value; shareholders leave when customers leave, not the other way around.… Continue

Survival of the kindest may be a novel concept, but there's new scientific evidence that humans are genetically wired to be kind. The more generous we are, the more respect and influence we wield. For example, think of Zappos and LL Bean: for their customer-centric sales and service policies, they've earned widespread admiration among customers, as well as among… Continue

“Just talk to your customers” was the resounding answer to: “What’s the best way to learn best practices for customer experience management?” — a question I posted on several business-focused social media sites. Yet less than 60% of companies have a formal voice of the customer program.¹ Why? Because we often assume we already know what customers think, or what they “should” think. Somehow it seems straightforward to…

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Customer Care … Customer Relationship Management … Customer Experience — what’s the difference?

All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization…

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You've seen the ads depicting crazy business policies that dampen customer experience and make customers cynical. I'm a big fan of free enterprise, but have to admit that self-serving practices have eroded trust and the joy of being a customer.



As each one of us is a customer ourselves, we should understand customer experience management like the back of our hand. Yet, somehow customer experience…

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Local Student Team Wins National ‘Mountain Dew’



Advertising Competition



SJSU was fortunate enough to participate in the recent Mountain Dew national competition in a beginning advertising class through an assignment given to teams of students. Students created a 12 second commercial for a new flavor from Mountain Dew that would be critiqued by a panel of outside professionals in the class. Next the top three winners would be submitted to… Continue

Customer loyalty is important to business success. Profitability of customer retention is pretty much common knowledge.



So companies do a lot to encourage customer behavior that favors their brand, to increase:

- Purchase frequency and volume

- Involvement and structural ties

- Recommendations of the… Continue

If value is defined as benefits versus costs, what's your company's customer experience value ratio? Superior value is the objective of customers and marketers alike. And since customers hold the purse strings, marketers are compelled to view value as customers do. In the customer experience value ratio, the numerator includes product and service value, as well as image and personal… Continue

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You never know someone so well as when they live with you! What better way to transform your culture to truly customer-centric ways of thinking and doing, than to invite your customer to attend all your discussions? This has long been a practice at Amazon, since founder Jeff Bezos once started an executive meeting by announcing that an empty chair at the table represented “the customer”. Throughout the meeting, the executives were… Continue