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Additional Resources


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www.customerthink.com
Outside-In: Getting Perspective
Measuring the Strength of Customer Relationships
Are Your Customer Hand-Offs Coordinated?
Internal Customer Advocates

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Patient Satisfaction and Care Quality: Problems and Predictions


 



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Chief Customer Officers and the Power Core - Jeanne Bliss
Global Customer Service Barometer (U.S.) - American Express
Avoid the Four Perils of CRM - Harvard Business Review
The Six Laws of Customer Experience - The Temkin Group
You Can't Sell a Box of Customer Experience Management - Megan Burns
Closing the Customer Feedback Loop - Harvard Business Review
How to Give Your Customers A Voice in Growth Planning - Fast Company
Profiting from the Golden Rule - Fred Reichheld / Harvard Business Review
Design the Customer Experience Inside-Out - Marketing Daily Commentary
Building Business-to-Business Relationships with Service - AZ State Univ. CSL
Cluing in Customers - Neeli Bendapudi / Leonard Berry / HBS Working Knowledge
Customer Experience Management - 10 Mistakes to Avoid - The Temkin Group

Outside-In

What does your company look like from the outside-in... from your customers' point-of-view?  Here are 3 ways you can gain the perspective of your customers.  Run-time: 4 mins 31 secs.  

Failing Forward (part 1)

Why do we sometimes get blinded by our own success in business or in life?  Here are two things you can do to use failures to move you forward toward your goals.  Run-time: 6 mins 35 secs.  

Failing Forward (part 2)

Do you know why your customers are leaving you for competitors?  Here's a hint: it’s likely not because of price.  In this video we will examine how to understand customer defections.  Run-time: 7 mins 24 secs. 

Measuring Up

It's often been said that if you don't measure the right things in the right way, the organization moves in the wrong direction.  Here we will examine the rules to use when creating measures of customer relationships so we move in the right direction.  Run-Time: 7 mins 29 secs. 




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  • Home
  • Products
    • Customer Insights >
      • Customer Surveys
    • Employee Insights >
      • Employee Surveys
      • Employee Exit Interviews
      • New Hire Surveys
      • Employee Stay Interviews
  • Baldrige Aligned
  • About Us
    • Mission, Vision, Values
    • Media & News
    • Testimonials
    • Case Studies
    • Careers
  • Contact Us
    • Schedule a demo