The Client Relationship Autopsy
I read an interesting post by Leo Bottary over at Client Service Insights (CSI). His post Why Did You Lose A Client? goes over what he calls the Client Relationship Autopsy. In it he describes the process that he uses to analyze the loss of a client. Not only is this a great process that [...]
The Dumbest Idea in the World
I recently found the blog “Customer Experience Matters” by Bruce Temkin of Forrester research. He is Vice President & Principal Analyst focusing on customer experience. He’s done some interesting research and his blog has a lot of useful commentary. Recently, he posted “Don’t Get Distracted by Shareholders“. In this post and a previous one, he [...]
What is Paid for REALLY Gets Done
I was reading the “Experience Clinic Blog” and came across the article CMO’s say one thing, and do another. In it Colin Shaw talks about the disconnect between what Chief Marketing Officers say about the customer experience and what they actually do about it. What really interested me though were the following paragraphs: It is [...]
The Essential Customer Service Whitepaper for 2009 | Justinflitter.com
The Essential Customer Service Whitepaper for 2009 | Justinflitter.com (broken link, his Posterous website is Conversations³; I finally found the white paper on Scribd) I found this on the web. It’s a very good overview of the different ways to interact and listen to your customers. However, just reading it isn’t enough. Organisations need to [...]
