Megan Boyaval

Megan Boyaval

(0 comments, 8 posts)

Twitter: @MBoyaval

Megan is our champion – of customers, of amazing stories, of how to do it right. She brings a thoughtful, creative approach to campaigns, and knows how to sell tough concepts to a broad audience. She also understands the power of customer advocacy.

She runs our Rhode Island office (of one). In this littlest state in the union (where life moves a little slower), Megan’s five-year old reminds her to stop once in a while and smell the flowers.

Posts by Megan Boyaval
customer survey

Customer Experience: Ambition Trumps Resources (For Now)

May 10, 2012
by Megan Boyaval in ,

Last week, I attended a networking gathering of customer experience enthusiasts, hosted by Fidelity and the CXPA. The demographics were pretty representative of the discipline overall: many thoughtful, specialized vendors doing creative work and a large group of practitioners, mostly from a single company.

A new Temkin Group report finds only 7% of companies are very strong at customer experience today, with the leadership and professional staff to drive it. That’s about to change. A whopping 59% aim to lead their industry leader in customer experience (CX) within three years.

At the event, More >

freemium

Freemium Marketing – Where Does it Fit?

April 12, 2012
by Megan Boyaval in ,

Carol Meyers, the former CMO of freemium marketing champion LogMeIn just spoke to our quarterly gathering of marketing vps about creating an environment that makes freemium work, what doesn’t, and why it’s growing in importance.

We found it so compelling that we’ll be doing our next market brief on the topic – email us if you’d like to see a copy.

For the moment – here are the top take-aways:

  1. Deliver value, fast. Failure leaks from products that don’t deliver big impact. The first taste has to be perfect.
  2. Hit a big market. A tiny percentage of paid users can support the entire effort. This More >
Secret shopper

Bring Back the Secret Shoppers

January 10, 2012
by Megan Boyaval in

They say a host should spend a night in the guest room to see how it feels. Businesses ought to do the same thing.

The other day, I went to my doctor’s, and realized that someone’s been thinking about customer experience. I was planning to switch PCPs, but the practice won me back with excellence in operations and customer intimacy.

Surveys, focus groups and social listening help to assess the customer experience – but really walking in customers’ footsteps fosters all sorts of ideas beyond improvements to core service delivery.

In this case, the formula is actually pretty simple:

  1. Respect my More >

Business Travel Trends – Highlights from GBTA

August 26, 2011
by Megan Boyaval in

The annual Global Business Travel Association conference, which attracts 1200 of the top players spending some $130 billion yearly on business travel – ignored the market’s downturn this week, and was happy, happy, happy.

I’m just back from this year’s event in Denver, and see four major trends relevant for product and corporate marketers:

  • There’s less competition for innovation. It’s just not being funded on a large scale, creating major airspace for those that put innovation at the heart of corporate strategy. Hands-down, mobile is the word of the day. Consumer expectations continue to More >
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