In the 80's/90's, one of the most important initiatives organizations had was … [Read more...]
Tag: Customer Experience
What Happened To "Voice Of The Customer?"
Moving Beyond Customer Experience, What About "Customer Entanglement?" Posted on May, 2025
It's thought experiment time again. We have moved beyond customer satisfaction, … [Read more...]
What If We Started Thinking About Durable Revenue and Revenue Quality? Posted on May, 2025
We've been trained to worship the recurring revenue model. It's the star metric … [Read more...]
A Thought Experiment: "Don't Bother Me With That Sh*t!" Posted on May, 2025
Let's do a thought experiment. Imagine we have a seasoned seller. We … [Read more...]
Imagine This New Technique, "Honesty!" Posted on April, 2025
My friend, Aaron Evans, posted something fascinating in LinkedIn. I find myself … [Read more...]
Is AI That Good, Or Are We That Bad? Posted on March, 2025
The answer to the question, "Is AI that good, or are we that bad," is resounding … [Read more...]
Where Is The Customer? Posted on March, 2025
I speak with lots of leaders about their GTM strategies. My social channels are … [Read more...]
Creating Customers For Life..... Posted on February, 2025
No, this isn't a post on the importance of retention/renewal/expansion, though … [Read more...]
Buyers Are Getting Better, Are Sellers? Posted on February, 2025
I've been a huge fan of Hank Barne's research on buying and buyer regret. Over … [Read more...]
Win Rates, Are You Important To Your Customer? Posted on February, 2025
Recently, I've been involved in a number of discussions about "Win Rates." … [Read more...]
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