OmniChannel – a term that retailers have been using for several years – has come into vogue with B2B marketers in 2014 and may well replace Big Data as the buzzword of the year. Whether you like the term or »
President & Founder
For fun:
Jane is an avid runner and cyclist and can be found on the soccer pitch. She enjoys traveling and exploring new parts of the world with her family.
Professional organizations:
EO (Entrepreneurs Organization), The Boston Club, The Commonwealth Institute, Boston Chamber of Commerce. Jane is also actively involved and on the boards of several non-profit organizations.
Education:
Jane has a BA from the University of Western Ontario, Canada and an MS from Boston University.
Measuring Customer Engagement: Managing the Attribution Challenge
Heather Higgins , Global Marketing Leader, Strategy & Analytics, IBM and I spoke last week at an ITSMA event on the importance of customer engagement strategies. We shared examples of how IBM is building a very deliberate customer engagement approach targeted »
Customer Advisory Board as Strategic Weapon
Customer advisory boards require leadership from your strategy team to be successful. Here are some tips on how to gain the executive sponsorship you need to ensure success.
It’s About the Customer: Using Customer Journey Maps Effectively
Customer Journey Mapping continues to grow in popularity among marketers and those responsible for improving the client experience for their companies. But moving from the customer journey map to the execution of a customer experience program can be challenging to »
Sustaining Customer Experience Strategies
Customer experience strategies are increasingly important to B2B companies looking to elevate their offerings and solutions beyond the competition. The stakes are high as B2B leaders are vying for significant revenue for every renewal, win or up sale in an »
Creating Client Experience Strategies at Scale
Seth Godin recently blogged about the challenge that companies face as they scale their businesses and try to maintain a level of intimate touch that existed when the company was much smaller. Inevitably, scaling your business results in less time »
The End of Transactions – How to Build a Client Experience Model
How do you shift a culture that built its success on transactional selling to one that puts the customer’s business interests and needs first? There are more companies today challenged by this question than you might think. The window of »
Customer Advisory Boards: Your Customer Creators and Makers
In our work with executive programs and Customer Advisory Councils we often find ourselves talking with clients about the power of co-creating with customers. In some industries this seems like a natural thing to do, but for many large B2B »
Does Your Customer Experience Strategy Influence Your Brand Strategy?
A recent Forrester study indicates that only 8% of marketers surveyed can define customer personas and identify the fundamental customer needs to help shape their marketing strategies. The same study shows that 63% of CMOs are still focused on gaining »
Customer Advisory Boards a Priority for CEOs
“The internet of things, wearable technology, analytics, social… I’m afraid that we aren’t where the next innovation is coming from…” These words were shared with me earlier today on a call with a CIO who is tasked with leading innovation »