Scientific Customer Gardening stands for a systematic, data driven approach to constant growth at a strategic level; and sales success at an operational level. It comes into existence with the synchronization of CX (Customer Experience) and CRM (Customer Relationship Management) data. This leads to the integration of subjective and objective customer data – on the … Continue reading Cultivate your own growth algorithms bridging CX and CRM
A friend lives alone and invited all his family as guests for his birthday. He ordered six meal kits for the night. Unfortunately, they arrived a day too late, when everybody had already left. Now he was stuck with six meal kits. He used the first one on Monday, when it finally arrived, and then … Continue reading The meal kit value chain
According to a study by Accenture, the rate of customer loyalty has fallen by 29% since 2010. What does that mean? Should we worry? Loyalty is part of the cement which holds society and the economy together. But are we seeing a disintegration of these core values? Loyalty at a glance isn’t easy to define. … Continue reading Loyalty in times of curiosity
In customer gardening, customer communication is central for the ‘nutrients’ of ‘interaction quality’. However, how is that working if the supplier speaks with many tongs? If marketing speaks a different language than service? The situation gets even worse, when we imagine that an important part of communication is listening. How far does marketing see their … Continue reading The management of cacophony
The biggest problem of all big companies is their own gravity. The company's gravity means that all eyes are on the inside, with only a few looking out. This is the daily reality for most employees. The topics among colleagues are much more the colleagues themselves, the decisions of the management, the current industrial radio, … Continue reading What is your Gravity Score?
And not 3 or 13. Albert Einstein was known for distinguishing 5 different things with one view (whereas most of us dabble around 3). Yet the most successful figure that we like for distinguishing differences, is 7. Take music, for example, the most widespread language across the world. Some 80% of all music in the … Continue reading Take 7 against the non-walking non-deads!
Looking back to the old decade, what has shaped its face? Trying to paint a general picture, what comes up? My immediate association are the suppliers of the ever growing services that keep you connected and empowered. High Technology, but when it comes to customer communication, most of my service suppliers appear to be schizophrenic. … Continue reading What has shaped the face of the old decade?
Posted on 16/01/2020 by Hans J. Schmolke There are more and more people who say, in ten years’ time, we will live in a blockchain world, in smart cities, where everything is in your hands, but recorded, immutable and transparent to everyone. However, all data will be anonymous. For governments, it probably will to be … Continue reading Looking back from a blockchain future
Probably the most important book of our times was written 50 years ago: Exit, Voice and Loyalty, by Albert Otto Hirschman*, an economist with wide experience as a planner and someone who deals with reality in a practical way. Hirschman’s main observation – other than in economic theory – is that there is often no … Continue reading Why nagging drives growth
X-mas preparations in our customer gardening lab Gardening Assistant: “Why all these stupid baubles, candles, tinsels that I have to hang on the firs? If those stand for all the value, why not grow the trees completely decorated? I bet, you, the big gardening scientists, you just can't do it.” Data Scientist 1: “You will not believe it, but … Continue reading Waiting list for the year 33,730
If a customer index would serve as a navigation system (can it be anything else?) then NPS leads us to the smileys. What we want are promoters (customers who like us), what we rather not want to have are critics. These we call 'detractors', because they get us down. Just to be sure: we still talk … Continue reading Lead me to the land where everybody smiles!