Hot on the heels of another confidence-breaking government shutdown threat the rollout of the Affordable Care Act has grabbed the media’s short attention span. While we still have the spotlight, here are a few customer experience lessons for the government.
Wonder why sales growth is lagging? Got the sense your innovators are stuck in neutral? Is your customer service team downright cranky? There are two ways to tackle these problems and the method you choose will determine your effectiveness and
Not all companies use a formal customer feedback mechanism like the Net Promoter Score* (NPS). Whether your company uses feedback to improve broken processes or as a way to bring innovative products to market, soliciting and responding to customer feedback
An interesting HBR Blog article by Andris A. Zoltners, PK Sinha, and Sally E. Lorimer asserts companies are addicted to harmful sales incentive cultures. Incentives aren’t the problem. The problem is determining whether or not the incentives drive behavior that