Comparing Software using Peer Reviews
The goal for a business software peer review site is to provide assistance to a buyer in researching and selecting an appropriate software solution (or at least it should be). There are many other uses for the review data once collected, and those uses may be a part of the way the site is funded, […]
Hotwire’s Demonstration of How to Lose a Customer for Life
Here’s a simply superb recipe for how to lose a customer for life. Step 1: Misrepresent your offering. I needed to book a hotel on Hotwire. I picked a 4-star blind booking because I didn’t care which hotel, I just wanted any nice hotel. See the word “hotel” appearing twice on this screen. They […]
Buying Business Software
Buying behavior has changed over the last decade. The free availability of rich information / content distributed by the Internet, the ability to connect easily to peers online and the emergence of platforms for crowdsourcing product evaluations all contribute to this change. If buying changes then by necessity marketing and sales behaviors must also change […]
Two Layer CX
Maybe you’ve already considered this but it just popped into my head the other day as I was thinking once again about customer experience or CX as some people shorten it. I have often said that customers experience moments of truth and that the experience should be focused on the things that customers care most […]
United Airlines: Stop Bouncing People Out of Reserved Seats
This year I’ll probably fly 30K miles on United out of a total of 200K. Next year my goal is zero.
Please Give Me a 10: Interpreting Customer Satisfaction Surveys in an Era of Bias
Say you’re considering going out to dinner in a city you’ve never visited before and there are two different surveys of local restaurants that you can use to help choose a place to eat: Survey 1, which is taken by randomly asking customers leaving restaurants about their experience. Survey 2, which was conducted by asking […]
It’s the CUSTOMER Experience
Bill Clinton won the presidency with the mantra, “It’s the economy, stupid,” and I think CRM could borrow heavily from that pithy bit of logic. When in doubt, if you can check your preconceptions at the door and actually perceive the information in front of you, there’s no telling what you can figure out. Such […]
Cloud Software and Business Modernization Part Two: Customer Experience
Building and executing on a customer experience (CX) strategy is one of the most pressing areas of business modernization. The Internet has created new interaction models and channels, as well as created an expectation of immediacy. Companies are struggling to keep up with the expectations and new interaction models. The explosion of new and changing […]
Cloud Software and Business Modernization: Part One
The term digital transformation is really popular in tech circles these days. I’ve used it myself over the past year or so, and I definitely think that the concept is sound. I have noticed though, that when I talk to businesses about it, they seem less than excited with the term. Not that most businesses […]
Some Non-Predictions for 2015
It’s that time of new year when you get deluged with analysts / bloggers predictions and prognostications. I join in most years, and of course there’s the IDC predictions process to contend with as well. This year I swore that I was skipping it. I’ve already done the new IDC “Futurescape” document and webcast with my […]
