Six reasons to focus on customer satisfaction

15 May 2015 – Andrew Cook Forget price and product wars, getting customer satisfaction right has become the key differentiator in today’s increasingly competitive market. It’s a well-known business adage that it’s cheaper to retain customers than it is to acquire news ones, and customer satisfaction is precisely what drives this truism. Slashed prices won’t reduce customer churn or negative … Read More

How important is the customer journey to you?

17 April 2015 – Andrew Cook I’m a firm believer that business leaders should be turning their focus to the customer journey. Many haven’t yet discovered the value of creating a customer journey map and they’re losing out on a crucial tool that can be used to improve processes and reduce customer churn. These days there is no getting around the need … Read More

The ultimate customer experience management formula

1 April 2015 – Andrew Cook Customer experience management has become so strategic for many business leaders that companies are starting to lose sight of its purpose. While every business leader I encounter is striving for the competitive edge of customer experience management, many still see it as a plug in to their business.  Designing your business from the outside in … Read More

Identifying customer needs: why it matters

19 March 2015 – Andrew Cook It’s been a while since we discussed the importance of addressing customer needs and requirements. Your customers not only want great products and services, they also want to know that your business understands their needs and wants. Identifying customer needs allows you to build your business on a strong foundation of customer-centricity. The problem … Read More