October 13, 2015 Capacity Creation – Build a “Stop Doing” List Use of the customer journey framework enforces the work to deliver a one-company experience, and that new focus starts with capacity creation. Read Full Post
October 8, 2015 Unite the Leadership Team on Customer Asset Growth When consistently executed with commitment, customer asset growth has powerful results. It moves this work to the higher purpose of the business. Read Full Post
October 6, 2015 Build a Customer Listening Path The customer listening path provides multiple sources of customer feedback that frequently point to the same issues and opportunities. Read Full Post
October 1, 2015 Call Lost or Lapsed Customers These calls put the voice of the customer into the ear of the executive. They can listen to the voice and the life, and understand the “why.” Read Full Post
