About

 

Companies today face an intelligence paradox. We capture more customer data at an ever-increasing rate than we ever have before, yet we are no closer to understanding our customers. Meanwhile, customers have greater control than ever of what they buy, who they buy it from, what they pay for it, and what they expect in terms of service and engagement. Our relationships with our customers are now on our customer’s terms. This site is my outlet to engage in, and hopefully further the dialog about customer-focused business.

About me

Dave Frankland Photo by Lyn Hughes Photo
Dave Frankland

I’m passionate about how firms can understand their customers, analyze the information, and use customer knowledge to create deeper relationships, better products and services, and ultimately to deliver customer value.

Most recently, I was an award-winning analyst and research director at Forrester Research, advising senior executives on customer intelligence strategy. Before that, I worked at DoubleClick, and at PR agencies Niehaus, Ryan, Wong and Hill and Knowlton.

I’m privileged to have consulted with companies – ranging from Fortune 50 businesses to international and regional organizations – on marketing and customer intelligence. I’m also proud that my research and opinions have been featured in The New York Times, The Wall Street Journal, Bloomberg Businessweek, Harvard Business Review, Forbes, Ad Age, and on CNN’s Situation Room.

I was born in England and grew up in Dublin, Ireland. I earned my BA from the National University of Ireland, Galway, as well as masters degrees from Trinity College, Dublin and The University of Stirling, Scotland. I now live in Palm Beach, Florida with my wife, son, and daughter.

Where does the name “Customer Helix” mean?

Customer Helix

As I mentioned in my first blog post, a helix is a smooth line that curves or coils around an axis. I believe that companies should try to think of themselves attempting to curve around their customers – unfortunately, too many companies expect their customers to meet their approach and navigate their processes. Separately, when most people think of a helix, they probably think of double-stranded helices – most notably DNA. Without falling into creepy territory, I believe every company should be trying to understand their customer DNA in order to serve them better.

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