Monthly Archives: June 2011

When Lightning Strikes

Posted on June 26, 2011 by Lorena Harris

Earlier this week another freakishly-strong thunderstorm rolled through town, and a great bolt of lightning cracked right above our house.  My adrenaline surged, and so did our electricity – immediately frying most of the electronics devices that were plugged in.  … Continue reading →

Posted in Customer Behavior, Customer Experience, Customer Experience Research, Customer Loyalty, Customer Service | Tagged , , , | 3 Comments

Company, Know Thyself

Posted on June 17, 2011 by Lorena Harris

Just got back from an American Marketing Association luncheon on Competitive Intelligence with keynote speaker Scott Yaw, President of Scott Yaw Associates LLC.  He described many of the reasons companies may hire a firm such as his to investigate their … Continue reading →

Posted in Customer Experience, Customer Experience Research, Thought Leadership | Tagged , , , | 1 Comment

Proof That It Pays To Know Your Customer

Posted on June 14, 2011 by Lorena Harris

In May of this year the Aberdeen Group published a white paper called, “Creating a Complete Customer View: Best Practices in Master Data Management”. (http://bit.ly/k9qwOT)  Master Data Management (MDM) is the quest for a “complete customer view” through data, typically … Continue reading →

Posted in Customer Experience Research, Customer Segmentation | Tagged , | Leave a comment

Turning Lemons Into Lemonade

Posted on June 10, 2011 by Lorena Harris

Last year more than 3000 consumers in the U.S. and U.K. took part in a survey that asked about the most critical elements of a customer experience (see http://bit.ly/mzJhTg).  Given the recession, you would expect price to be a major … Continue reading →

Posted in Customer Behavior, Customer Experience, Customer Experience Research, Customer Loyalty, Customer Service | Tagged , , , , | 3 Comments

Thought Leadership on Customer Experience: Part 1

Posted on June 9, 2011 by Lorena Harris

Are you a client, customer or consumer?  No doubt all of the above, depending on the product or service in question.  Likewie, there are probably lots of reasons you initially decided to do business with the vendors, retailers and service … Continue reading →

Posted in B2B Marketing, Content Marketing, Customer Experience, Customer Experience Research, Customer Loyalty, Customer Segmentation, Customer Service, Thought Leadership | Tagged , , , , , , , , , | Leave a comment

Check out the Showcase

Posted on June 8, 2011 by Lorena Harris

Check out the Showcase tab for good, bad and ugly examples of customer service.  Share your examples of the best and worst customer experiences you’ve encountered!

Posted in Customer Experience, Customer Service, Thought Leadership | Leave a comment

New Site!

Posted on June 8, 2011 by Lorena Harris

This blog will aggregate my own B2B marketing experience with those of other customer experience experts I met during the course of a 3-year customer experience thought leadership campaign.  Regular blog features will include: Customer experience factoids and case studies … Continue reading →

Posted in B2B Marketing, Customer Experience, Customer Experience Research, Customer Loyalty, Customer Segmentation, Customer Service, Thought Leadership | 1 Comment