Customer experiences are often judged by the closing experience. Done well, the experience is deemed positive. Too often these experiences are forgotten.
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.
It seems like a no-brainer that a customer-focused business will be rewarded with customer loyalty, revenues, and even employee loyalty, but getting there is a huge challenge for many businesses and requires significant transformation efforts. Recently in speaking with a »
Most companies today have an initiative focused on becoming customer-centric, and if that isn’t the path companies are pursuing, customers will often call the vendor out. Customers are calling the shots and our understanding of value is changing. In the »
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.
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.