From the category archives:

Customer centricity

3 Steps to Customer Centric Software

April 6, 2011

Today your software solution most likely delivers the same value to your customer whether it is the first, 101st or 1,000,001st transaction. But software made smarter with predictive analytics delivers greater value to your customer with each transaction because it learns and adapts. Predictive analytics make your software solution “sticky” because your solution grows in [...]

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Don’t treat everyone the same, treat them uniquely

March 30, 2011

Every time a customer or potential customer interacts with your company, a decision is made. What home page is displayed?  What results are returned for that search term? What offer should be made in this direct marketing campaign? What’s the next best action for this customer? Should this customer’s request be approved? What’s the best [...]

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How many service reps does it take to change a light bulb or lose a customer?

June 28, 2010

I had a recent experience that got me thinking about what drives customer service and what causes failures of customer service. I took our Subaru in for its 45,000 mile service to the dealer where we bought the car and a pre-paid service plan.  When I checked in at the service desk, I mentioned there [...]

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The 3Ps: How it all comes together

June 13, 2010

I had high expectations when I received my free advance copy of Delivering Happiness, A Path to Profits, Passion and Purpose by Tony Hsieh, CEO of Zappos. I admire Tony Hseih and Zappos tremendously.  Zappos gets so much right because Tony Hseih understands the profound importance of motivation and alignment in building a company. I [...]

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Want to innovate? Pay attention

June 7, 2010

Companies are looking for new ways to collaborate with their customers to co-create products and services.  But customers are already telling companies a lot about what new products and services they want. Too many companies just aren’t paying attention. I had an errand to run over the weekend for a new bathroom rug. I hate [...]

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Netflix: Make More Customer Magic with Your People and Your Data

April 26, 2010

I’ve often thought my older relatives should try Netflix. But they don’t have a computer at home and I just didn’t see how it could work for them. They use the library computers in their home town, but I know they wouldn’t be comfortable doing the credit card thing online, much less at the library. [...]

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Zappos: Make Me Happier with Business Analytics

March 30, 2010

I love a lot about Zappos: the customer-centered service, the way Tony Hsieh, Zappos CEO, evangelizes and models the competitive advantage of emergent and sustained corporate values. I love the way they call me a VIP for really what is a modest number of transactions.  Yet many of those transactions are returns. Again today, for [...]

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