As we weather the current economic climate it’s more important then ever that we focus on customers.  While this may seem obvious, there seems to be an increasing amount of media and blog postings reinforcing this as a way to optimize business results as new customer acquisition becomes harder.  In particiular, marketing executives need to evalaute how their organization is managing the customer experience to optimize the 3 Rs: retention, repurchase and referral. 

Here’s a few items I thought would be interesting. 

• Donovan Neale-May of CMO Council is interviewed on Fox Business News on how marketing should look inward at the customers you have and not cut back on the customer experience.
• DestinationCRM offers a recap of Bruce Temkin’s presentation from the Satmetrix Net Promoter Conference, “Deliver an excellent customer experience, and riches are sure to follow”.
• DMNews offers this blog posting from Jared Tanner titled “Think C-commerce in tough times.

Since the conclusion of our annual North America Net Promoter conference, the buzz continues about Net Promoter and how it helps organizations focus on what matters most, your customers.  With over 350 attendees in San Francisco last week, many organizations are proving that customer experience is increasingly important in this challenging economic climate.  If you missed the conference, you can read all about it on our Net Promoter conference blog.   And for a little something different, check out this podcast recorded live by Joseph Jaffe speaking with attendees at the conference.

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This entry was posted on Tuesday, February 3rd, 2009 at 7:45 am and is filed under Uncategorized. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.