From the category archives:

value / maintenance matrix

#1 of 12 different types of Purple Goldfish (Throw-In’s)-Chapter 12

August 24, 2011 LTV - lifetime value

[Over the coming weeks I'll be sharing excerpts as we work towards completing the manuscript for 'What's Your Purple Goldfish?'. Today is Chapter 12, the first of the 12 different types of Purple Goldfish]
A dozen ways to go the ‘extra mile’
There are a dozen different types of purple goldfish.  Half are based on ‘value’ and half [...]

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Customer Experience: 12 little things that make a big difference

August 12, 2011 value / maintenance matrix

[Originally featured on my guest post over at 12most.com]
A dozen ways to go the ‘extra mile’
Roger Staubach once said, “There are no traffic jams on the extra mile.”.
Are you doing the little things for your customers?
Giving Little Unexpected Extras (GLUE) shows you care.  Today we’ll focus on the ‘12 Most’ impactful ways you can provide [...]

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Purple Goldfish Video Podcast #12 – The VM Matrix

May 16, 2010 purple goldfish video podcast

Episode #12 – The VM Matrix and an Interview with Joe Sorge of AJ Bombers
I’m joined by wingman Jack Campisi (a.k.a ‘Social Jack’ or ‘Maverick’) on the video podcast.
Here is a rundown of the video podcast:
- We discuss the concept of the VM Matrix.
- We look at how both ‘value’ and ‘maintenance’ play into measuring customer experience.
- [...]

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Put up or shut up . . . Do actions speak louder than words when building your customer experience?

April 13, 2010 value / maintenance matrix

Forget the yada, yada, yada . . . The lowest hanging fruit is giving ‘added value’
I recently wrote about the two concepts I believe are critical when building a customer experience.  They are the concepts of value and maintenance which comprise the VM Matrix:

Here are main elements of both:
Value (the what and when of cx)

What [...]

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Chicken or the egg: Building profitability or focusing on customer experience

April 3, 2010 value / maintenance matrix

Shareholders vs. Customers.  Who comes first?
I just watched the documentary ‘The Corporation’ (2005). Interesting film on the history and evolution of the modern day corporation.
Here is a 6 minute segment from the film on YouTube called ‘Monstrous Obligations’:

I kept thinking as I watched the film about a debate my friend Jarvis Cromwell of Reputation Garage [...]

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The Value / Maintenance Matrix

December 9, 2009 value / maintenance matrix

Back in college I used to have a theory when determining if a co-ed was girlfriend material.  There were two basic criteria that created a basic x/y matrix:  value and maintenance.
The ideal scenario was someone who was high value and low maintenance.  On the matrix that was the second quadrant.  The worse case scenario was [...]

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