Today, even the youngest, most modest consumers have broadband Internet access, carrying powerful, interconnected mobile devices everywhere they go. This gives them access to...
What if you could undertake a single initiative–fix just one touchpoint that's not working as well as it should–and save your customers nearly 4,000...
"Customer centricity" is a phrase (like brand, vision, or strategy) imbued with multiple potential meanings and open to wide interpretation.Those interpretations are often driven...
Let's get right to it. For most companies, delivering a poor customer experience translates directly to lost customers and lost profits. Do not pass...
At MCorp, we've conducted customer experience research with thousands of customers for dozens of companies. Across the range of business buyers and retail consumers,...
Last Thursday morning, Bruce Kasanoff and I did a webinar for CustomerThink's Thought Leadership Webinar series titled "Disruptive Technologies vs. Customer Experience: What You...
A couple months ago, Megan Burns of Forrester interviewed me for MCorp's inclusion in her recent research report titled "Market Overview: Enterprise Customer Experience...
When it comes to redesigning customer experience, the critical nature of "C-suite sponsorship" is beginning to sound like table stakes for starting the process....
Organizations touch their audiences in many ways, with multiple interactions across multiple brand touchpoints. These touchpoints are all of the interactive, static and human...
The more similar competing organizations are, the more important any difference becomes. And when meaningful differences are difficult (or impossible) to find in a...