Complimentary Webinar: CCOs Reveal Their Secret Killer Customer Strategies for Long-Term Profitability


Companies often sacrifice customers on the altar of short-term revenue and profit. Yet in competitive situations where your company’s advantages in product and price are not clearly evident, customer satisfaction and loyalty become the ultimate differentiators that give you the winning edge.

So how do you ensure customers remain the most valuable asset, carefully nurtured and developed for long-term profits? A growing number of companies are appointing a Chief Customer Officer (CCO) as a catalyst in becoming truly customer-centric to significantly improve revenue, profit, and competitive advantage.

Date: September 16, 2010
Time: 2-3PM EST

Space is limited.
Reserve your Webinar seat now at:
https://www1.gotomeeting.com/register/593492816

The speaker, Curtis N. Bingham, is the leading authority on CCOs, having worked with more than 70 CCOs over the last decade. Curtis shares some of the most profound strategies and tactics that these elite CCOs have used to attract, retain and grow profitable, long-term customer relationships also create a powerful competitive advantage for their organizations.

Lessons shared include:

  • Winning executive support for loyalty initiatives
  • Creating an unstoppable customer culture’so you aren’t the only customer advocate
  • Letting data tell you which customers to keep happy, and which ones to let go
  • Giving more to customers counter intuitively generates MORE revenue

Learn directly from experienced CCOs how you can drive both near- and long-term revenue — without sacrificing customer loyalty. This is hands-on customer-centric insight you cannot gain anywhere else. Each of these lessons is of profound value and is responsible for millions of dollars in profits at some of the world’s leading companies.

About the speaker:
Curtis N. Bingham is widely recognized as the authority on Chief Customer Officers, and was the first to promote the CCO role as catalyst for customer centricity. Curtis is the Founder & Executive Director of the Chief Customer Officer Council’, the first peer-led advisory group for CCOs.

During the last decade Curtis has worked with more than 60 CCOs, and with the help of CCO Council members, he has created the ‘CCO Roadmap,’ a groundbreaking work containing more than 100 prioritized, critical strategies essential for the success of customer-centric initiatives.

Curtis is a sought-after speaker and the author of the forthcoming book, ‘The Authoritative Guide to Customer Strategy: Lessons Learned from Renowned Chief Customer Officers,’ which describes how the CCO can create a consistent and unified customer strategy to grow revenue, profit, and loyalty.

Complimentary Webinar: CCOs Reveal Their Secret Killer Customer Strategies for Long-Term Profitability


Companies often sacrifice customers on the altar of short-term revenue and profit. Yet in competitive situations where your company’s advantages in product and price are not clearly evident, customer satisfaction and loyalty become the ultimate differentiators that give you the winning edge.

So how do you ensure customers remain the most valuable asset, carefully nurtured and developed for long-term profits? A growing number of companies are appointing a Chief Customer Officer (CCO) as a catalyst in becoming truly customer-centric to significantly improve revenue, profit, and competitive advantage.

Date: September 16, 2010
Time: 2-3PM EST

Space is limited.
Reserve your Webinar seat now at:
https://www1.gotomeeting.com/register/593492816

The speaker, Curtis N. Bingham, is the leading authority on CCOs, having worked with more than 70 CCOs over the last decade. Curtis shares some of the most profound strategies and tactics that these elite CCOs have used to attract, retain and grow profitable, long-term customer relationships also create a powerful competitive advantage for their organizations.

Lessons shared include:

  • Winning executive support for loyalty initiatives
  • Creating an unstoppable customer culture’so you aren’t the only customer advocate
  • Letting data tell you which customers to keep happy, and which ones to let go
  • Giving more to customers counter intuitively generates MORE revenue

Learn directly from experienced CCOs how you can drive both near- and long-term revenue — without sacrificing customer loyalty. This is hands-on customer-centric insight you cannot gain anywhere else. Each of these lessons is of profound value and is responsible for millions of dollars in profits at some of the world’s leading companies.

About the speaker:
Curtis N. Bingham is widely recognized as the authority on Chief Customer Officers, and was the first to promote the CCO role as catalyst for customer centricity. Curtis is the Founder & Executive Director of the Chief Customer Officer Council’, the first peer-led advisory group for CCOs.

During the last decade Curtis has worked with more than 60 CCOs, and with the help of CCO Council members, he has created the ‘CCO Roadmap,’ a groundbreaking work containing more than 100 prioritized, critical strategies essential for the success of customer-centric initiatives.

Curtis is a sought-after speaker and the author of the forthcoming book, ‘The Authoritative Guide to Customer Strategy: Lessons Learned from Renowned Chief Customer Officers,’ which describes how the CCO can create a consistent and unified customer strategy to grow revenue, profit, and loyalty.

Complimentary Webinar: CCOs Reveal Their Secret Killer Customer Strategies for Long-Term Profitability


Companies often sacrifice customers on the altar of short-term revenue and profit. Yet in competitive situations where your company’s advantages in product and price are not clearly evident, customer satisfaction and loyalty become the ultimate differentiators that give you the winning edge.

So how do you ensure customers remain the most valuable asset, carefully nurtured and developed for long-term profits? A growing number of companies are appointing a Chief Customer Officer (CCO) as a catalyst in becoming truly customer-centric to significantly improve revenue, profit, and competitive advantage.

Date: September 16, 2010
Time: 2-3PM EST

Space is limited.
Reserve your Webinar seat now at:
https://www1.gotomeeting.com/register/593492816

The speaker, Curtis N. Bingham, is the leading authority on CCOs, having worked with more than 70 CCOs over the last decade. Curtis shares some of the most profound strategies and tactics that these elite CCOs have used to attract, retain and grow profitable, long-term customer relationships also create a powerful competitive advantage for their organizations.

Lessons shared include:

  • Winning executive support for loyalty initiatives
  • Creating an unstoppable customer culture’so you aren’t the only customer advocate
  • Letting data tell you which customers to keep happy, and which ones to let go
  • Giving more to customers counter intuitively generates MORE revenue

Learn directly from experienced CCOs how you can drive both near- and long-term revenue — without sacrificing customer loyalty. This is hands-on customer-centric insight you cannot gain anywhere else. Each of these lessons is of profound value and is responsible for millions of dollars in profits at some of the world’s leading companies.

About the speaker:
Curtis N. Bingham is widely recognized as the authority on Chief Customer Officers, and was the first to promote the CCO role as catalyst for customer centricity. Curtis is the Founder & Executive Director of the Chief Customer Officer Council’, the first peer-led advisory group for CCOs.

During the last decade Curtis has worked with more than 60 CCOs, and with the help of CCO Council members, he has created the ‘CCO Roadmap,’ a groundbreaking work containing more than 100 prioritized, critical strategies essential for the success of customer-centric initiatives.

Curtis is a sought-after speaker and the author of the forthcoming book, ‘The Authoritative Guide to Customer Strategy: Lessons Learned from Renowned Chief Customer Officers,’ which describes how the CCO can create a consistent and unified customer strategy to grow revenue, profit, and loyalty.

What to do when your market shifts

Movie marketing is facing a shake up. Reuters recently wrote an article about how time-shifting in television watching has caused movie marketers to re-evaluate when and how they are marketing their movies. What can movie marketers do to still reach their audience? Georg Szalai believes marketing on television can still work for movie marketers if they adjust the commercial running cycle, possibly running the commercials on television earlier in the product marketing life cycle. He also notes that a grass roots marketing campaign via digital sources may also be a great alternative. Through YouTube, Facebook, Mobile Apps and other mediums, it is actually less money per person for those who attend the movies.

Have you encountered a situation where your market has shifted? Did you find a new medium to reach them or did you shift with them?

Could Millenials sharing habits benefit organizations?

Older members of the Millenial generation have been in the workforce for a few years now and their unique attitude toward work has caused both frustration and admiration from their Gen X and Baby Boomer co-workers. One tactic that Millenals use is the art of sharing their work and work progress via social networking outlets like Facebook and Twitter. This sort of practice is completely foreign to older generations who tend to privatize their work life. Andrew McAfee of the Harvard Business Review writes that this sharing can actually be a benefit for organizations. McAfee points us to a quote from Matt Gallivan, a senior research analyst for NPR, “there are too many benefits to living with a certain degree of openness for Digital Natives to ‘grow out of it.’ Job opportunities, new personal connections, professional collaboration, learning from others’ experiences, etc., are all very powerful benefits to engaging openly with others online, and this is something that Gen Y understands intuitively.”

McAfee writes that being open in work provides two benefits. First, people who narrate their work become helpful to the rest of the organization, because the digital trail they leave makes others more efficient. Second, by airing their questions and challenges work narrators open themselves up to good ideas and helpfulness from others, and so become more efficient themselves.

How have you see Millenials sharing positively affecting your organization? Are you wary of sharing your work status via social networks?

How Millennials’ Sharing Habits Can Benefit Organizations

Could Community Managers be the key to excellent customer service?

A Community Manager is one that motivates, educates and connects with your audience online. These individuals must possess stellar communication skills and they must be properly educated on your company’s service or product. So how does the community manager differ from a customer relationship manager or a marketing manager? Many companies are asking the same question. Customerthink.com writes,that if you want to ensure that your customer experience extends beyond the store to the conversation online, then hiring a community manager (or team) to manage your online customer experience should be a priority for any organization.

How does your organization use community managers in your customer outreach?

Learn more: Fire Your Marketing Manager & Hire A Community Manager

Let us know on Twitter @customerworld

A Look Back at TMRE 2009: Don’t Forget to Visit the Booths at TMRE 2009

The Market Research Event 2010 is taking place this November 8-10, 2010 in San Diego, California. Every Friday leading up to the event, we’ll be recapping one session from The Market Research Event 2009.

Don’t Forget to Visit the Booths at TMRE 2009

There’s a lot going on in addition to the many workshop presentations at TMRE 2009.

Several exhibitors are showing their stuff in between sessions and during the cocktail reception coming up this afternoon.

Here are just a few of the “tried and true” exhibitors. Make sure you stop by and check out their booths–many are offering an opportunity for goodies in exchange for your business card!

And here’s a glimpse of a few of those taking advantage of networking opportunities while you’re here.

Need to improve customer service? Stop talking and start Tweeting


Virgin Media Business customers who need to contact customer service now enjoy, on average, a 61 second response time. According to Martin Hofschroer, Virgin Media Business discovered that customer service levels differed greatly between banks as the quickest bank answered one call in just seven seconds while the slowest took five minutes and 33 seconds to reply to a call.

Research by the Institute of Customer Service revealed that almost a tenth of British people expect a business to have a presence on Twitter.

Do you see Twitter to be of value to you and your customer service team?

Learn more: Tweeting Rather than Talking Can Improve Customer Service

Meet How We Decide Author, Jonah Lehrer Live at The Market Research Event !

Register by August 20 & Mention code JL10TMREBLOG and Receive a Complimentary Copy of Jonah PLUS join in and lock in our $400 early bird discount off the standard rate.

Join Jonah Lehrer, Author of How We Decide: The New Science of Decision Making at The Market Research Event for his much anticipated Keynote Presentation: The New Science of Decision Making.

Jonah will answer two questions of paramount importance to market research:

‘ How does the human mind make decisions?
‘ And how can you make those decisions better?

He will share you how leaders are taking advantage of new discoveries in neuroscience to make better television shows, win more football games, improve military intelligence — the list is endless. (On the flip side: how did defects in our decision-making apparatus lead to, among other things, the current financial crisis, costly wars, and how can we overcome these inherent flaws in our brain?)

Visit the bookstore immediately following his session you can have your copy of Jonah’s bestselling book, How We Decide signed during a rare book signing opportunity.

The Market Research Event
November 8-10, 2010
Hilton San Diego – Bayfront
San Diego, CA

Event: http://bit.ly/TMRE_2010
Brochure: http://bit.ly/TMRE_Brochure10
Register today and save: http://bit.ly/TMRE_SAVE

In addition to Jonah Lehrer, you will hear from 125+ leading market researchers, authors and academics, including: Dan Heath, Co-Author of Switch, Chris Anderson, Author of Free: The Future of a Radical Price & Author of The Long Tail, Richard Thaler, Author of Nudge, Michael Tchong, Founder, Ubercool & world renowned Trendhunter, and VPs from: Johnson & Johnson, Best Buy, Charles Schwab & Company, ESPN, PepsiCo, Darden Restaurants, White Castle, QVC, Campbell Soup Company, Avis Budget Group, IFC/Sundance Channel, Pershing LLC, NBC Universal, and more.

Download the brochure to see all the hot topics they will be addressing.
http://bit.ly/TMRE_Brochure10

Special Announcement! Future Market Research Leaders Education Series has partnered with faculty from the University of Notre Dame to bring you a co-located event for your Junior Team Members. Save 20% when your company attends both events!

For more information or download the brochure or visit – http://bit.ly/MRLeaders_2010

Win with social media by thinking small

Although its tempting to cast the widest net with social media, that may not always be the best practice for businesses looking to connect with their target audience. Gail Z. Martin of B2CMarketinginsider.com posts a few examples of “high-value” audiences that will help you in the right direction for your social media efforts.

  • Present and past (inactive) clients plus screened high-potential prospects
  • Your vendors and suppliers
  • A small, highly-segmented niche audience
  • Members of your industry/profession’especially if this is not a large group
  • And extremely local or regional focus

But why focus on a smaller group when you have the opportunity to broadcast your business to the world using a plethora of social media outlets? Martin says that there are several reasons:

  • You need to get frequent feedback and input
  • No one else is providing content that meets a unique need within the group
  • You want to create ongoing dialogue and education to help clients use a product better, get more out of their investment, extend the life of the product they purchased, or address bugs, little-known features or off-the-spec-sheet applications
  • You want to add value post-purchase through education, discussion and the creation of a community
  • You want to capitalize on the local/regional appeal of your product by emphasizing hometown news, personalities, events and special offers that are only of value to people within a very small geographic area

If you have utilized a smaller social media campaign, how effective has it been for you? Have you seen a difference in ROI between a larger and smaller campaign? We’d like to hear your thoughts.