83 percent of U.S. consumers say having a positive customer experience with a brand is more important than the product itself. For those of us who spent our careers in B2B businesses, where the investment and innovation dollars have gone to product, this is a very significant finding.
President & Founder
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.
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.
Jane has a BA from the University of Western Ontario, Canada and an MS from Boston University.
Optimizing customer engagement requires more than quantitative surveys
In convening executive level customers to serve on Boards there are a few cardinal rules that must be adhered to. First – as Anne Taylor posted last week – reciprocal value is critical. What’s in it for your customers , »
Content marketing strategies can be made stronger and more relevant through simple co-creation approaches.
Too often customer retention is not treated with the same level of focus and care as net new sales. Given the amount we spend on net new sales it is critical for companies to put the same energy and focus – or more into retention.
Customer Advisor Boards serve as an excellent source for driving internal alignment and sparking organizational change.
Net Promoter Score is an important measure for brands to understand quickly why a customer may recommend, but in recent years this score has lost its value in learning what is behind the recommendation. It is as important to understand the why to help build out approaches that will elevate that connection in meaningful ways.
Recently, I had a conversation with a student who was about to start her first job at a large consulting firm and she asked me for advice on how to start and how to behave. I gave her the advice »
B2B marketers have enormous opportunity to influence their business transformation through ecosystem development
Building a remarkable, memorable, meaningful, pick a positive adjective—customer experience is what marketers are chasing today. And it isn’t just marketers—CEOs place building compelling customer experiences as their number one priority.
Why is this such a difficult challenge to tackle?