When AI Takes the Wheel, Customer Relationships Lose Direction
AI is rapidly becoming embedded in customer experience and voice-of-customer programs.
Your Data Is Fine. Your Analysis Process Is a Dumpster Fire.
Here’s the uncomfortable truth: most companies actually have more customer data than they know what to do with. They run NPS surveys, collect customer support feedback, gather onboarding input, do product roadmap questionnaires, have account manager summaries in their CRMs, the inputs are endless.
Your Follow-Up Gap Sabotages Customer Relationships More Than Bad Data Ever Could
Customer frustration doesn’t wait for your next meeting. Act fast, or watch loyalty erode and customers vanish. Here’s how to intercept issues in real-time.
Why Startups Shouldn’t Wait to Launch a Voice of Customer Program
I regularly speak with small, fast-growing companies who often say they haven’t started an NPS, customer satisfaction, or Voice of Customer (VoC) program. When I ask them why, their common justification: “We’re still small, haven’t lost customers yet, and they stay in personal touch.”
From Ads to AI: How Data-Driven Content is Redefining Marketing Visibility
In the past, attracting customers meant mastering Google Ads: select prime keywords, set your bids, and watch the inquiries pour in. But that tried-and-true approach is fading fast.
Your Customer Satisfaction Program Is Killing Your Customer’s Satisfaction | Part 2: What To Do About It
Most companies think they’re doing enough to understand their customers. They run an annual satisfaction survey, maybe buy some anonymous market research report, and call it a day. The problem? That’s not really knowing the mind of your customers. That’s checking a box.
Could an AI Do The Job of A CEO?
Just the other day I was reading a post on X by some silicon valley VC talking about how AI agents are going to replace countless different jobs. As expected it kicked off a lot of comments and replies.
How Essential Are Management Consultants?
Management consultants have long been a go-to strategy for the C-Suite. They’re brought in to evaluate a business, recommend strategic directions, advise on product launches, encourage RIFs, and even weigh in on M&A.
5 Proven Strategies to Reduce Customer Churn
Customer churn is one of the most pressing challenges any business faces. Regardless of the state of the overall economy, or even the caliber of your competition, keeping current customers happy is critical. Your customers are the foundation of your business and it costs a lot more to get a new customer than it does retaining them.
Market Research Pitfalls
Market research is essential for every business. It’s a shame, however, that companies spend so much money to get such a small return.