Kate is the leader of Customer Experience Transformation practice at PeopleMetrics. She partners with dozens of Fortune 1000 companies to provide Customer Experience Strategy and Voice of the Customer consulting services.
"Evolve or Die" This was the terrifyingly binary challenge Joe Sullivan, CEO of Market Insights delivered to a group of banking execs last Friday at...
Exceptional and unforgettable Moments of Truth fuel customer delight and loyalty. So too do pointless and broken interactions douse brand devotion. Unfortunately, disappointment carries...
"If you want to persuade, you must first connect." This quote from Sonia Simone's excellent post entitled How to Create a Deep Connection with Prospects and Customers sums up...
Culture is the new black. Every year, Merriam-Webster analyzes all of the searches in their online dictionary. They find the most popular search term, with...
Every blank page in our shiny new calendars promises untapped opportunity, achievement, results, CX awesomeness. We have 12 months to kick butt with our...
Disruption and change is everywhere. A perfectly delightful product or service today can become old hat tomorrow, usurped by new entrants offering easier, different or...
Those working as customer experience professionals are fighting to get attention from busy executives. How do we get executives to understand and care about...
I’ve Got Customer Experience Data. What Now? So you are getting ready to update the C-Suite on your customer experience metrics. You’ve collected lots of...
As the customer experience industry gains momentum, an increasing number of its proponents are asking the question, "Should we compensate employees and managers based...
Ever since James Heskitt's seminal work published in the Harvard Business Review in 1994 entitled Putting the Service-Profit-Chain to Work, people have widely accepted...