All posts by Aveus

Title	Type	Date	Views	Comments	Categories
Guest Stan Phelps: solving needs or exceeding expectations - which is most important?	Blog	2012-05-14	746	0	Customer Experience
7 spring cleaning tips to strengthen your customer experience	Blog	2012-04-30	1,425	0	Customer Experience
What I would do if I were Brian Dunn: 3 ways to reshape customer experience at Best Buy	Blog	2012-04-04	1,423	0	Customer Experience
Exceeding expectations or solving customer problems: What’s more important?	Blog	2012-02-03	2,485	15	Customer Loyalty, Performance Metrics
A customer experience lesson in honor of Andy Rooney	Blog	2011-11-10	903	0	Customer Experience
Q & A with Crowe Horwath’s Aimee Lucas	Blog	2011-10-14	898	0	Customer Experience
Why does B2B customer experience get the short shrift?	Blog	2011-09-24	875	0	Customer Experience
10 tips to strengthen your customer experience using four social media platforms	Blog	2011-08-19	1,973	0	Social Business, Customer Experience
4 customer experience lessons from the demise of Cisco’s flip camera	Blog	2011-07-11	969	0	Customer Experience
5 ways to use customer feedback to strengthen your customer experience	Blog	2011-06-20	1,174	0	Customer Experience
Five dead simple tips to improve your customer experience	Blog	2011-06-10	1,835	0	Customer Experience
Customer experience leadership: role or action?	Blog	2011-05-31	1,648	0	Customer Experience
Congratulations! You’re leading customer experience for your company!	Blog	2011-05-13	1,080	0	Customer Experience
8 customer experience quotes that spell out success for you	Blog	2011-03-30	1,809	0	Customer Experience
Would you like fries with that? Reduce repetition to improve customer experience and performance	Blog	2011-03-22	1,274	0	Customer Experience
The best practices trap	Blog	2011-03-15	750	0	Customer Experience
12 must-read customer experience books for 2011	Blog	2011-03-01	1,264	0	Customer Experience
Q&A with Children’s Hospitals & Clinics’ Joy Johnson-Lind	Blog	2011-02-25	755	0	Customer Experience, Healthcare Services
7 truths common to all customer experiences	Blog	2011-02-22	1,025	0	Customer Experience
Can employee experience have a positive impact on customer experience–and your bottom line?	Blog	2011-02-12	2,110	2	Customer Experience
Customer satisfaction and customer experience: 2 very different things	Blog	2011-02-03	3,189	1	Customer Experience
6 customer experience statistics – and the performance implications for your business	Blog	2011-01-27	1,189	1	Customer Experience
Part II of Q&A with experience leader Ingrid Lindberg	Blog	2011-01-23	724	0	Customer Experience
Can a country have a customer experience?	Blog	2011-01-19	1,534	0	Customer Experience
Q & A with experience leader Ingrid Lindberg	Blog	2011-01-10	1,041	0	Customer Experience
A New Year’s wish for leaders	Blog	2011-01-02	1,361	0	Customer Experience
Measuring customer experience: 7 steps for the fifth step	Blog	2010-12-22	922	0	Customer Experience
Measuring customer experience: 5 metrics for the fourth step	Blog	2010-12-17	1,220	0	Customer Experience
Measuring customer experience: 5 metrics for the third step	Blog	2010-12-10	1,549	0	Customer Experience
Twitter Findings: The best & worst experiences from Black Friday	Blog	2010-12-03	853	0	Customer Experience
Measuring customer experience: 4 metrics for the second step	Blog	2010-11-29	1,090	0	Service and Support, Customer Experience
Sony Walkman® dies, but the need lives on	Blog	2010-11-23	990	0	Customer Experience
Measuring customer experience: 5 metrics for the first step	Blog	2010-11-21	1,003	0	Customer Experience
Would these customer experiences turn you into a pessimist?	Blog	2010-11-17	1,039	0	Customer Experience
Tame your performance chain: lessons from the animal kingdom	Blog	2010-10-01	902	0	Customer Experience
Stat of the week: Struggles with differentiation	Blog	2010-09-23	1,003	1	Customer Experience
What’s going on at Trader Joe’s? Some very good things.	Blog	2010-09-14	1,555	0	Customer Experience
Stat of the Week: IT has it	Blog	2010-09-12	996	0	Enterprise Technology
The end in mind, and what’s in the middle	Blog	2010-08-30	1,038	0	Customer Experience
Stat of the week: Who translates today’s voice of the customer to tomorrow’s actions?	Blog	2010-08-17	899	0	Voice of Customer
How personal is personal enough for your customer experience?	Blog	2010-08-11	1,229	0	Customer Experience
Stat of the week: What does success look like?	Blog	2010-08-09	1,454	0	Customer Experience
Defining customer experience…implications and all	Blog	2010-08-02	1,145	0	Customer Experience
Stat of the week: which industry is most likely to ACT on customer experience?	Blog	2010-07-28	1,023	0	Customer Experience
Why it’s getting harder to love Apple	Blog	2010-07-13	1,099	0	Customer Experience
Stat of the week: the difference between deciding and doing	Blog	2010-07-09	1,873	0	Customer Experience
Can we measure the patient experience? Not yet.	Blog	2010-07-05	1,752	1	Customer Experience
Stat of the week: Do isolated customer experience believers have an impact?	Blog	2010-06-24	984	0	Customer Experience
Did Hsieh sell Zappos to save its customer experience?	Blog	2010-06-21	2,659	0	Leadership, Customer Experience
Stat of the week: growth organizations and customer experience	Blog	2010-06-07	998	0	Customer Experience
Has the oil spill effected the BP Customer Experience?	Blog	2010-06-02	2,005	0	Customer Experience
Stat of the week: 3 customer experience themes. No consensus.	Blog	2010-05-28	1,125	0	Customer Experience
Stat of the week: the leader gap	Blog	2010-05-19	913	0	Customer Experience
Stat of the week: which industry is least likely to define an experience for its customers?	Blog	2010-05-13	1,096	0	Customer Experience
Stat of the week: Are experience-driven organizations more profitable?	Blog	2010-05-06	941	0	Customer Experience
Introducing…customer experience stat of the week	Blog	2010-04-30	889	0	Customer Experience
Ten things I’d do if I were in charge of an airline’s customer experience	Blog	2010-04-26	1,160	0	Customer Experience
Don’t want the answer? Don’t ask the question: Part 2	Blog	2010-04-13	964	0	Customer Experience, Voice of Customer
The best books on customer experience	Blog	2010-04-01	1,709	0	Customer Experience
Will CIGNA free its customers of “insurance-ese?”	Blog	2010-03-14	3,446	0	Customer Experience
The importance of WHILE	Blog	2010-02-26	1,008	0	Customer Experience
Clayton Christensen and your product’s job	Blog	2010-02-19	1,257	0	Customer Experience, Innovation
Focusing on customer experience helps Starbucks rebound	Blog	2010-02-12	2,904	0	Customer Experience, Retail Sales
When customer experience isn’t for customers	Blog	2010-02-12	1,247	0	Customer Experience, Employee Engagement

MarketPlace

Global Customer Experience Management (CEM) Certification Program

[May 30-31, Frankfurt; July 25-26, Hong Kong] An internationally recognized program with proven track record of success - being run for 34 times in 13 cities with attendees from 50 countries, the program is developed based on the U.S. patent-pending Branded CEM Method which aims to drive customer loyalty and brand differentiation with quantifiable business results. Limited offer: USD300 early bird discount.

Join us on May 29th in New York City. Stuart Ryder, SVP, Mobile Research Lead for Ipsos IOTX & Roxana Strohmenger, a leading Forrester analyst, will be in attendance to share best practices and new trends in mobile market research.

[June 12, Sir Francis Drake Hotel] Gregson Siu, Vice President, Ariba Business Operations, Ariba and Bob Thompson, CustomerThink, will be in attendance to share best practices, new trends and latest research to help you develop your customer experience program.

Social Networking and sCRM International Congress in Colombia

[June 25-26, Bogota] Thirteen international thought leaders will present, from different perspectives, the trends, the uses, and the magic - as well as the reality - of Social Networking and how it impacts the way customers are doing/will do business.

Driving ROI With VoC

Walker has identified multiple ways to measure ROI – there is not a one-size-fits-all solution. This paper will address each and conclude with some recommendations to help B-to-B practitioners evaluate which ROI approach will work best for their particular business need.