Newsletter

The Customer Experience Crossroads newsletter contains one insight each edition that we think will help people who are trying to manage customer experience for success. Sign up to get the next one delivered straight to your in-basket.

To read previous issues, click any of the titles below.

Lessons Learned from Riding on Two Wheels

Managing experiences is a lot like riding a motor scooter -- you need to pay attention to the road and make constant adjustments. You can't let your attention drift like you can when driving a car. Here are 9 rules for the road to help you manage magical experiences. (July 2008)

Don't Give Up Too Soon: Keep Tweaking a Good Idea

In business, we often give up on our good ideas too soon. But if you abandon projects because they don't quickly bear fruit, you'll always be in start-up mode. It's better to tweak instead of looking for immediate results. Not unlike getting an orchid to flower. (December 2007)

Managing Customers is More Like Bird Tossing than Rock Throwing

Throwing a rock at something is simple enough. You look at the target and let it go. But customers aren't rocks, and trying to aim them at where you want them to go just won't work. They may take off for somewhere else. (October 2007)

Risk Insurance for Innovation

Is it Brand Accretive or Brand Dilutive?

If you want the financial people in your organization to get engaged with customer experience, you might want to appropriate some of their language. Creating a brand-accretive customer experience doesn't mean investing in feel-good-squishy-stuff. It means engineering an integrated customer experience that supports the core meaning of your brand. (September 2006)

Forget About Customer Needs

Most sales training teaches us to think about customer needs. But customers don’t need most of what is sold in today’s economy. How to change one word in your vocabulary to become more customer-centric. (April, 2006)

How to Win with the B Players

Texas Tech can't attract the calibre of player that the elite schools can. But they win a lot of football games, because they play the game differently, using a different strategy. Their award-winning coach Mike Leach was trained as a lawyer. There are lessons here for all businesses that are competing with bigger or better funded competitors about how to succeed. (December 2005)

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