MyCustomer.com CRM blogs

If you have a number of prospects hanging about in different stages of the sales cycle that never seem to get to the close you need to ask yourself some questions about each one.

Customer-Centricity: we are great at lying to ourselves

If there is one facet of ‘customer-centricity’ and the ‘outside in’ approach that I find striking it is this:  almost no-one who talks about this actually goes entices and enters into conversations with customers on what constitutes ‘customer-centricity’ and ‘outside in’ approach to doing business with customers.   Put differently which are the companies that have entered into ‘conversations for customer-centricity’ with their

What constitutes leadership and makes a good leader?

Let me start by saying that I am no expert in ‘Leadership’.  Yes, I have read the theory – all kind of theory including ‘charisma’, ‘being decisive’, ‘situational leadership’, ‘leadership v management’, ‘servant leadership’ and so forth.  In my world most of it occurs as theory or put differently it occurs as ‘philosophers philosophising’.  I can think of ‘charismatic’ people who do not / d

“I need to feel strongly, to love and to admire, just as desperately as I need to breathe.” Jean-Dominique Bauby

So much talk, so much confusion – round and round we go

Round and round we keep going writing about, talking about, customer satisfaction and customer loyalty.  Some say that the route to customer loyalty is customer satisfaction and others say that the abode of customer satisfaction does not lead to mountain of customer loyalty.  Everyone has an opinion and if you look deeply that opinion, the point of view, the white paper is totally in line with what that person is selling. So let’s start there.

So much talk about Customer Experience – seems like everyone gets the importance of Customer Experience and many businesses are busy designing, improving, orchestrating experiences that reflect the brand, make an impact on the customer and generate customer loyalty.

Is it possible for a man/woman to have a lot of wealth and do lots of stuff that generates wealth and yet for that man/woman to be ‘not wealthy’?  If you read that without pausing for thought you might say “That is nonsense, he’s gone nuts!”  I am not going to argue the point with you.  I simply ask you read that again.  Now I pose a related question: is it possible for a man/woman to have no wealth and yet be wealthy?  Before you answer “No!” I ask you think about the tales travellers tell about the remarkable hos

What Forrester has to say on CX in 2012

I have been reading  Forrester’s 2012 Customer Experience predictions.  Forrester is making three predictions: C-level execs will officially name customer experience as a top strategic priority; companies will focus on delivering unified customer experiences; and consultants of every shape and size will develop educational p