According to a 2011 Temkin report, “Only 3% of companies have reached the highest level of customer experience maturity, which Temkin calls a Customer-Centric Organization.” Despite this, many CEO’s across the globe are claiming that there companies are indeed customer-centric. This reminds me of the warning posted on my rearview mirror: “Objects in the Rear View Mirror May Appear Closer than They Are.” Perhaps as CEO’s we’re looking at the wrong metrics and the blind spot that’s apparent to our customers, eludes us.
Posts Tagged ‘information insight’
Five Questions Every CEO Needs to Ask About Their Customer Experience
Monday, March 26th, 2012The Revelation of Data
Tuesday, February 21st, 2012The artist James Turrell once said, “Light is not so much something that reveals, as it is itself the revelation.” This is such a profound statement. Given the influx of data and the spotlight on leveraging Big Data, I immediately paralleled light with information. If we were to sit and think about it, information in the right context, at the right time, is indeed light.
Insight, the Oxygen Companies Need
Tuesday, October 4th, 2011This week is National Customer Service Week and organizations across the globe are promoting a heightened awareness of customer service with the theme: “Refresh, Recharge, and Reconnect.” Customer Facing Professionals (CFPs) are encouraged to take this week and refresh their spirits, recharge their energy, and reconnect with customers. It’s interesting that the focus is on the ‘people’ factor in the customer experience as we’ve had quite the discussion about it this past week on LinkedIn. “Refreshing” and “recharging” is an excellent goal as happy employees can connect with customers more effectively. As part of recharging, companies should ensure the free flow of organizational information and knowledge—the oxygen carrier for any organization.
Finding Innovation
Monday, February 7th, 2011Steve Jobs temporarily released the reins at Apple. Since then the critics are all asking, can Apple still be innovative in his absence? The question baffled me. Yes, I absolutely do believe that Jobs is a mastermind of innovation; however, just because he leaves, it doesn’t mean that Apple will halt all plans for continued innovation. In fact, I think quite the opposite. While Jobs has been on board, Apple has captured years of knowledge from him, his teams, and customers. If leveraged, this knowledge can produce even greater innovation over time.
Economist Reports on the New Phenomenon: Big Data
Tuesday, March 2nd, 2010The Economist issued a special report last week entitled “Data, Data Everywhere.” In this report, Kenneth Cukier, a financial and business correspondent in Japan, was interviewed to share his thoughts around how the superabundant growth of information is having a macro-economic effect not only on businesses but even society as a whole. Some have labeled this the age of “Big Data.”
Kenneth explains the Big Data movement through a business example. He reports that “Wal-Mart handles more than 1m customer transactions every hour, feeding databases estimated at more than 2.5 petabytes.” The CIO of Wal-Mart, Rollin Ford, wakes up everyday asking himself “how can I flow data better, manage data better, analyze data better?” Wal-Mart is not alone in asking how they can prepare for the age of Big Data.
