Realistic Expectations

Quick, name the company that aspires to be “Earth’s most customer-centric company?” 

If you’re a customer of Amazon, you probably think they are at least in the running for this title.

The American Customer Satisfaction Index has ranked Amazon #1 in customer satisfaction for eight years in a row based on what customers say.  That and many other recognitions of Amazon are no accident.


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From Market Research to Marketing Automation

Decisions don’t make themselves.  Or do they?

Marketing decision-making has changed since the days of Mad Men.  In those days, we used valid and reliable quantitative survey research to inform strategic and tactical decisions.  We also drew on qualitative studies—focus groups and in-depth interviews that delved deeper into motivations and helped us craft messages that resonated with…

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America’s Quality Comeback

Since I entered the business world, quality has always been a hot topic.

One of the more poignant historical milestones regarding quality was when US business leaders admitted that Japan was surpassing America in the quality of its automobiles, and eventually its electronics.

How could this be?  We thought American products were the best, because the people who made them were skilled…

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Customer Experience: Who Are You Trying to Catch Up With?

One of my jobs is to help companies recognize that competition is driving the increasing focus on customer experience, and it’s important not to be left behind.  Speaking to bankers, Jamie Armistead of Bank of the West pointed out that “Banks Are Not the Yardstick for Digital Customer Experience,” and right he is.  Other industries are way ahead of banks, in spite…

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