VOC – When does a Good Thing become a Bad Thing?
A recent call from a friend helped me realize that customer surveys are still often ill-conceived and poorly executed. Common practices often neglect common sense and are rife with common mistakes. Here are some things to consider to improve customer
Some potentially surprising news for start-ups: Even though you may think you are selling a product, your customers are actually buying the whole ‘experience’. For this reason alone, the way you organize and execute your customer experience strategy must be
A few weeks ago there was near hysteria as the Powerball jackpot climbed and climbed and climbed. The chances of winning this thing are infinitesimal but I was still adamant that my wife should buy a handful of tickets. “And