Kerry Bodine

MAY 8, 2016

I stood unsteadily on the side of the mountain, desperately clutching a thick chain that had been anchored deep into the rock next to me. My vision narrowed. My breath became shallow. My legs started to shake violently. I found myself unable to move. Several feet away, the trail that I was on abruptly ended, and a sheer cliff met the ground 1000 feet below.

Sports 139

Sports Conference Touchpoint Consulting 139

C3Centricity

MAY 8, 2016

One of my clients, who is following the 50 weekly actions for customer centric excellence described in Winning Customer Centricity, asked me for some further ideas on co-creation. Since working more closely with customers is the best way to understand, satisfy and delight them, I am impressed that she is taking co-creation even further. In fact, I […].

Customer Centricity 120

Customer Centricity Customers How To Examples 120

Customers That Stick

MAY 8, 2016

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Middlesex Consulting

MAY 8, 2016

It is 2016 and the world of the services executive is changing at a historical pace. You have to run faster than ever merely to stay in the same place. And one area that is causing you major grief is growing your revenue. Actually, you may be suffering from the “Boiling Frog Phenomenon” • If you drop a frog into a pot of boiling water, it will frantically try to escape.

Training 60

Training Sales Feedback Meeting 60

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Customers

Heart of the Customer

MAY 8, 2016

I’m on the plane back from the CXPA Insights Exchange – our annual conference where we get to share best practices and help develop as CX professionals. I had just led a discussion on journey mapping best practices, where representatives from organizations as diverse as telecommunications, healthcare, and even government swapped ideas and asked questions […].

Customer Journeys 60

Customer Journeys Telecommunications Healthcare Government 60