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Performance Matters: 9 Key Consumer Insights
Importance of a System
March 18, 2015
I was telling a friend recently about some of the ideas in my book, Solve for the Customer. He was interested in my belief that customer science has evolved from a general emphasis on process in business, especially in the back office. His company does a lot to ensure that its customers are happy and loyal, because their business involves long-term relationships and agreements that renew for many years at a time.
Record Systems as Deal Savers
March 11, 2015
Transaction systems have all the fun but systems of record do all of the work; at least it seems that way. Maybe you've never thought of it this way but unless both kinds of systems are working well -- and working together -- your results will suffer. Record systems can tell you what happened, but by themselves they don't bring in business.
What the Buyer Sees
March 4, 2015
Partner Relationship Management gives a lot of attention to the vendor and partner relationship, and it should. But it's worth remembering that as important as this relationship is, the one that really counts involves an end customer. So what does the end customer need from a channel partner that a PRM system can uniquely provide? I'd say the most important partner deliverable is intangible -- trust.
Report: Most Insurance Customers Are Fed Up
February 27, 2015
If you dislike your insurance company, you are not alone: Worldwide, less than 30 percent of consumers have positive experiences in dealing with their insurers, according to Capgemini's World Insurance Report 2015. North America saw the largest decline in satisfaction -- 8.3 percentage points. Positive customer experience ratings for Generation Y fell the most in North America -- 10.9 percent.
Customer Tech Support: Don't Go It Alone
February 26, 2015
You may have heard of a company called Geek Squad, but what about PlumChoice or SupportSpace? Even if you don't know their names, you may very well be doing business with them right now. Who are they? PlumChoice, SupportSpace are both relatively small companies that do business with larger companies, providing top-shelf tech support services to customers.
Solving for the Customer
February 19, 2015
You'd probably take umbrage at the notion of a weak human, and rightly so, because in business you have to be able to play with the team you have, not the one you wish for. So for business purposes, let's think in terms of empowered humans, since we always want to empower our employees to do great things -- at least we should.
Retail Shoppers Get More Satisfaction Online
February 19, 2015
Customer satisfaction with retail has dropped for the first time in four years, according to the American Customer Satisfaction Index -- except in the subcategory of e-commerce. All of the brick-and-mortar retail categories registered weak or flat customer satisfaction for the fourth quarter of 2014, while online retail posted a year-over-year gain.
Are Call Centers Ready for the Internet of Things?
February 17, 2015
The IoT represents a wealth of untapped riches -- and there's no shortage of data highlighting the potential this technology has for the economy. The demand is there, as is the supply. However, there's one piece that may or may not be missing, depending on whom you ask: the back end capacity to handle the information these devices will generate.
How Eroding Trust Hurts Companies
February 12, 2015
I love all the innovation and trends in the wireless, telecom, television, Internet and tech space. However there is also a big warning light flashing ahead that no one is paying attention to...trust is eroding. Trust is a delicate thing and is being ignored. Innovation is great, but if we don't protect the privacy and personal information of users, they will lose trust and that will bite us in the end.
Parature from Microsoft Caters to Customer Service Pros
February 10, 2015
Roughly a year after it acquired Parature, Microsoft last month unveiled the Spring '15 release of Parature from Microsoft. The new application, the first major release since the acquisition, adds to Parature's self-service and knowledge management functionality. The feature set focuses on increasing the productivity of customer service teams as well as giving them additional above-the-queue insights.
Anthem Mega-Breach Jeopardizes 80 Million Consumers
February 5, 2015
Hackers broke into the databases of Anthem Inc., the second-largest health insurer in the U.S., and stole up to 80 million customers' personal information. The data includes current and former customers' names, birthdays, medical IDs, social security numbers, street addresses, email addresses and employment information, Anthem president and CEO Joseph Swedish wrote in a note sent to customers.
Verizon Addresses Supercookie Conundrum
February 3, 2015
Users of Verizon Wireless' network and products will find it will be easier to opt out of the carrier's tracking activities. The carrier has been using a "supercookie" identifier to follow smartphone users' mobile Web activity. Verizon has given consumers ways to opt out of various marketing programs, but escaping the reach of supercookies has proven to be elusive for consumers.
A Little Dab of Credit Card Data Can ID Customers
February 2, 2015
Credit card users may be dismayed by findings MIT Researchers reported last week in the journal Science: Just four pieces of vague non-identifying information were enough to identify 90 percent of people in a data set of 1.1 million credit card users. When the researchers went to work with three pieces of less vague information, they achieved 94 percent success.
Customer Science
January 28, 2015
Part of my new year routine has been ordering new business cards. In this electronic age, they are the only things I actually print, and I'm a writer! In a few weeks I'll publish a book, Solve for the Customer, in paperback, and the two are related. I made a discovery while writing the book that fundamentally changes what I do for a living and the title I use, hence my need to reprint.
Engage.cx Makes Customers an Offer They Can't Lose
January 27, 2015
Engage.cx just secured $2.9 million in Series A financing. The round of participating investors is noteworthy, but for the CRM industry the real intrigue lays in Engage.cx's premise -- or rather, promise: how to present a unified cohesive customer service operationr, no matter which channel is used. Other vendors claim they can do this, but Engage.cx is taking a novel approach.
T-Mobile Courts Credit-Challenged Customers
January 26, 2015
T-Mobile last week announced Smartphone Equality, a new credit program aimed at existing T-mobile customers with less-than-sterling credit who have paid their wireless bill on time for 12 straight months. Under the new plan, this group qualifies for the best pricing and offers on devices and tablets available to T-Mobile customers -- including those with the best credit ratings.
Time to Drill Deeper
January 21, 2015
This is not an article about fracking -- drilling for gas and oil in shale. This is about "drilling down" into big data. We've been using the term for a long time and it provides a useful metaphor for data analysis. However, we've conditioned ourselves to think of drilling down only to a superficial degree, and that needs a rethink. When data wasn't big, we were only able to scratch the surface.
The Top 20 CRM Blogs of 2014, Part 2
January 20, 2015
The second half of the Top 20 Bloggers list is the half that holds the most surprises and fresh faces. This year, it also has the most variety -- from non-English speakers to blogs targeted at small businesses -- as well as plenty of marketing-oriented content. There also are some re-entries to the list who have rediscovered their blogs and come roaring back.
Data Breach Law Tops Obama Privacy Initiatives
January 12, 2015
A proposed national data breach reporting law, aimed primarily at protecting consumer privacy, headlined several initiatives the Obama administration announced Monday. The Personal Data Notification & Protection Act clarifies the obligations of companies when there's been a data breach. It includes a requirement to notify customers within 30 days of the discovery of a breach.
The Top 20 CRM Blogs of 2014, Part 1
January 12, 2015
The field of CRM bloggers is like the start of a marathon: There may be thousands of entrants, but there are only a few elite runners. Spotting them in the rest of the pack is not always easy -- especially as their enthusiasm for blogging waxes and wanes, or as they move into other formats, like becoming regular columnists in publications. However, there are a few things that identify the elite.
The Way to a Customer's Heart Is Through Your Employees
January 8, 2015
Companies need to understand that their employees are key to keeping customers satisfied, said Bruce Temkin, managing partner of the Temkin Group. Temkin identified eight customer experience trends for 2015 and advised companies to train their staff in those areas. However, "all the training in the world ... will fall short if the leadership team is not on board," he said.
Better and Better
January 7, 2015
James Surowiecki, author of The Wisdom of Crowds and business and finance columnist for The New Yorker, published an article in the magazine's Nov. 10, 2014, issue entitled, "Better All The Time." The piece connects the importance of culture-wide continuous incremental improvement using data and analytics -- what the Japanese call kaizen -- to business and employees.
Surviving 4 Inescapably Unfair Aspects of CX Delivery
December 19, 2014
Ever built a house of cards? It's critical to start with a sound foundation to support your later efforts. No matter how sturdy your start is, however, a wrong move anywhere along the way can bring down the house and cause all your work to be for naught. Delivering good customer experiences is like that: You can do extraordinary work in planning the basics and even get customers to buy from you.
Zendesk Crystallizes Mobile Customer Service
December 16, 2014
Zendesk has launched a new platform, Zendesk Embeddables, that allows companies to incorporate certain elements of the Zendesk product suite in mobile and Web apps, as well as games and other online mobile experiences. Zendesk Embeddables includes a mobile software development kit and Web Widget. Using these, a company can offer Zendesk's self-service functionality through a mobile app.

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Does technology create more jobs than it destroys?
Yes - The jobs new technologies create outnumber those lost due to machines replacing humans.
No- Companies fixated on cost-cutting are building workforces of robots and computers instead of people.
Performance Matters: 9 Key Consumer Insights