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Articles by Curtis Bingham

• Are You Experimenting At Your Customer's Expense?
  How can those of us in the customer care industry continue to aggressively blaze an innovative path while minimizing negative consequences from the experimentation necessary to creating and adapting new models of loyalty and customer centricity? This article offers strategies that chief customer officers (CCOs) use to drive profitable customer behavior for their companies without experimenting at the expense of their customers.
  Published 21Jan2012, viewed 118 times

• WHEN Do You Need a Chief Customer Officer?
  Others have asked, "Do you need a chief customer officer (CCO)?" This is the wrong question. The right question is, "When do you need a CCO?" The question is not an issue of "if", but of "when."
  Published 15Nov2011, viewed 131 times

• How Vulnerable Are Your Customers? (Part Six)
  Your customers are vulnerable during these tough economic times. What can you do about it? In the final article of this six-part series, the last of five critical steps you need to do is to consider what would happen if you let go of your most unprofitable customers?
  Published 12May2009, viewed 202 times

• How Vulnerable Are Your Customers? (Part Five)
  Your customers are vulnerable during these tough economic times. What can you do about it? In this six-part article series, the fourth critical step you need to implement to ensure a successful customer strategy is to find prospects trading downwards--into your market.
  Published 12May2009, viewed 215 times

• How Vulnerable Are Your Customers? (Part Four)
  Your customers are vulnerable during these tough economic times. What can you do about it? In this six-part article series, the third critical step you need to implement to ensure a successful customer strategy is to leverage technology to do more with less.
  Published 12May2009, viewed 190 times

• How Vulnerable Are Your Customers? (Part Three)
  Part Two of this article series described how customers are feeling vulnerable and offered the second of five tactics to secure a successful customer strategy. This article outlines the third critical step: Leverage technology to enable you to deliver more with less.
  Published 08May2009, viewed 205 times

• How Vulnerable Are Your Customers? (Part Two)
  The first article in this series described how customers are feeling vulnerable in this economy and outlined five steps to ensure a secure customer strategy. This article focuses on the first step: Determine who your best customers are and those that you must keep at all costs.
  Published 22Apr2009, viewed 178 times

• How Vulnerable Are Your Customers? (Part One)
  During these tough economic times your customers are vulnerable. They're being bombarded by competitors' offers and, for the first time, your loyal customers are listening to them. There are five things you need to do now as you update your Customer Strategy to reflect the new reality of the recession.
  Published 15Apr2009, viewed 210 times

• Heaven Can Wait--But Your Business Strategy Can't
  Business Strategy is too important to postpone. The consequences of doing so can be huge: loss of customers, decreased revenue, competitive obsolescence, employee burnout, and more. Don't wait until it is too late. Just do it.
  Published 07Dec2008, viewed 353 times

• Are You Too Making a $100M Mistake?
  Before you reject a possible new business area, make sure you take all the right actions in your decision process so you don't lose out. Be sure to spend more time up-front to find out who and how many customers will actually buy your new product or service and what specifically these prospective buyers are looking for.
  Published 05May2008, viewed 238 times

• The Savvy Customer
  Shortest time to market no longer cuts it. Nor does lowest cost. And excellent customer service is now expected. As the old rules for achieving competitive advantage fade away, what can be done to secure customers and vanquish competitors? Increasingly the only true, sustainable competitive advantage is intimate and thorough understanding of customer needs.
  Published 26Apr2008, viewed 219 times

• Gaining Critical Insight to Grow Your Business
  Declining prices and margins. Decaying sales. Unprofitable customers. Lackluster market performance. Does your company suffer from these maladies? You will if you don't understand your customers—what they need, want, and most especially, what they are willing to pay for. The only way to guarantee increased revenues and more profitable customer relationships is to center strategic decision-making on actionable customer insight.
  Published 25Apr2008, viewed 294 times

• All Customer Feedback is NOT Created Equal: A Guide for Dealing with Disgruntled Customers
  Customer feedback is critical—but not all customers should be listened to! You have to pay the most attention to your best customers and you might just be better off ignoring your worst customers.
  Published 19Jan2008, viewed 251 times

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