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Thought Leadership Articles

What Drives B2B Customer Attrition? Nearly Half are Strategic Controllable Issues

For good reason, customer retention is a critical metric for subscription-model businesses. When subscription businesses lose customers, they lose those customers’ entire future revenue...

CEO’s Guide to Growth through Customer Experience Engagement

Customer experience engagement is a growth strategy. It's the aim of Net Promoter Score®, CRM, loyalty programs, experiential marketing and so forth — rallying...

To Fix Customer Service, Solve 3 Challenges to Improve the Agent Experience

This is evident in our everyday experience. Whether we are waiting in a telephone queue, or do not get a meaningful answer to an...

Marketers: Reduce Customer Value Deprivation, Grow Your Markets

Customer Value is all about Value creation. This is what we tend to concentrate on: the positive experience, delight, positive Customer Value. We forget...

Think Tank Discussions

Why intensity and metrics matter when reshaping an organization’s culture: Lessons...

Wells Fargo’s challenges over the past few years have been well documented. It took a turn for the worse when it created an aggressive sales culture based on unrealistic targets.

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