Robert Howard's profile

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The Customer Experience Process by Robert Howard

Companies seeking to become more customer-centric should define the customer experience as a formal end-to-end process in their organization.

Invasion of the Loyalty Cards by Robert Howard

Consumer's key chains and wallets are being invaded by an ever increasing number of loyalty cards. Will they eventually reach a point of over-saturation?

Improve Maturity with Capabilities by Robert Howard

In today's fast-paced business environment, businesses need a performance framework that can grow over time, be benchmarked against the competition, and stretch the imagination of employees and stakeholders. Capabilities and maturity models can better position your business for future competition and unforeseen threats and opportunities.

5 Customer Experience Management Myths by Robert Howard

The rapid rise to the top echelons of strategic priority has brought an unfortunate side affect; numerous customer experience management myths have begun to form due to a flood of conflicting definitions, perspectives and over-hyped promises. For any company seeking to establish or improve its customer experience management capabilities, it's important to dispel these myths once and for all.

Customer Experience: Fine Architecture or House of Horrors? by Robert Howard

Losing site of the big picture can happen to even the best of businesses. When short-term business challenges inevitably arise, decisions can be made in haste to address them. Without a master plan, those seemingly innocent decisions can begin to create a burden for the company in the long run. Most importantly, they can ultimately cripple the customer experience.

If the Economy Sours, What Will Your Customers Do? by Robert Howard

Recent news coming from Wall Street won't exactly fill your stockings with Holiday cheer. In fact, it may make you think about tucking a bit of your discretionary cash under the mattress for the proverbial rainy day. If the economy does sour, what will your customers do? Will they continue to spend as they always have, or will they begin to pare back spending?

Three Online Trends That Will Impact Your Business by Robert Howard

So, you think that e-Business died in the dot-com bubble of the 1990's? Think again; businesses can no longer ignore three trends that are reshaping how consumers research and buy products.

Hi, How May I Offend You Today? by Robert Howard

As an American consumer, chances are that you have been offended in some way by a company this year. It hasn't always been that way. Before the current era of mass-everything, there was a real connection between proprietor and customer: a connection that continues to be the envy of most businesses today.

Learn The Secrets Of Customer Experience That Drive Ultra High Business Performance by Robert Howard

Customer satisfaction can be an extremely valuable business asset. In fact, companies that lead in customer satisfaction have proven to achieve ultra high business performance. In order to unlock the secrets of customer satisfaction, companies must first focus on delivering an outstanding customer experience.

Every Project Should Connect the Dots by Robert Howard

In today's business world, implementing projects is the way that things get done. But not every project is created equal. Some projects can create results that go straight to the bottom line, while others languish to generate any tangible results. Choose the right projects by connecting the dots to stakeholder value.

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NOV 22nd.