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How to lose a customer in 30 seconds
Wow. I just got off the phone with Jason at HP printer tech support who has to have been the rudest tech support person I’ve EVER worked with, and I’ve dealt with a lot of Chief Customer Officers who run many of the Fortune 500 call centers. I called to follow up on a ticket […]
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Oracle’s Jeb Dasteel Awarded 2009 Chief Customer Officer of the Year
Contact: Curtis N. Bingham (978) 952-0047 Predictive Consulting Group, Inc Founder, Chief Customer Officer Council curtis@predictiveconsulting.com FOR IMMEDIATE RELEASE Oracle’s Jeb Dasteel Awarded 2009 Chief Customer Officer of the Year Award Announcing the formation of the Chief Customer Officer Council LITTLETON, MASS., July 8, 2009 – Customer loyalty is the Holy Grail for many businesses, […]
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Stop chasing “sexy” customers
I just stumbled on a YouTube video of Susan Boyle, the overweight, dowdy singer that shocked the judges of Britain’s You’ve Got Talent TV show with her spectacular voice. The judges were openly derisive before she performed, and gave her a standing ovation afterward. The video is touching–watch it, even if you aren’t into music […]
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Don’t make this same mistake in asking for referrals
I received this in my email today: Hi Curtis, We hope you are doing well. We have not received any project from you for long time. Please send us your project. Also we would highly appreciate if you can recommend our service to your friends and colleagues. Kind regards, <name removed> Aaargh! I know that […]
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Seeking Input on Customer Advisory Boards
I’m writing a section in my Customer Strategy book on advisory boards and have a couple of examples that are compelling, but dated. I’m looking for something equally insightful and more recent. What noteworthy (or profitable!) insights have you gleaned from executive or customer advisory boards that have influenced your strategic direction? Send me an […]
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5 Steps of the Customer Loyalty Hierarchy
In a recent discussion on LinkedIn, Shaun Mooney said he thought the first step in Customer Loyalty is the product. I think that the more appropriate statement is that the first step in the “transaction” is the product, and the first step to loyalty is the emotional connection created through the customer experience.
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How Vulnerable are Your Customers? (part 6)
In my previous blog post I described the current situation: Now more than ever, your customers are being bombarded by competitive offers and even some of your most loyal customers are actually listening to your competitors. Your customers are vulnerable. What can you do about it? The last thing you need to do is consider […]
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How Vulnerable are Your Customers? (part 5)
In my previous blog post I described the current situation: Now more than ever, your customers are being bombarded by competitive offers and even some of your most loyal customers are actually listening to your competitors. Your customers are vulnerable. What can you do about it? The third thing you need to do is find […]
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How Vulnerable are Your Customers? (part 4)
In my previous blog post I described the current situation: Now more than ever, your customers are being bombarded by competitive offers and even some of your most loyal customers are actually listening to your competitors. Your customers are vulnerable. What can you do about it? The third thing you need to do is Leverage […]
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How Vulnerable are Your Customers? (part 3)
In my previous blog post I described the current situation: Now more than ever, your customers are being bombarded by competitive offers and even some of your most loyal customers are actually listening to your competitors. Your customers are vulnerable. What can you do about it? The second question you need to ensure you can […]