Consistently gathering customer feedback is a great way to see patterns around satisfaction, loyalty and other key performance indicators, but some of the most valuable information hides beyond typical survey results. There are important questions customers would love to answer for you, should you ever happen to ask! There are answers they want to give you, […]
No matter how many processes, systems or auto-responders you have in place, people like people. We not only like people, we forgive them.
A brave new approach to data I recently met with a corporate executive and the conversation was very refreshing for many reasons. He was 100% honest. He explained how tough it can be to get all of his teams aligned. He also described their plans for a more customer-centric organization, which would require a profound […]