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Thought Leadership Articles

3 Reasons Why Customer Satisfaction Should Not Replace Quality Assurance

Not long ago I saw a demo of a cool product for gathering customer feedback called Stella Connect. They have a fun angle on...

Are You a Value Maker or a Value Taker?

I am writing this in CustomerThink because I want readers to think about the future. And not be like me, when I was in...

3 Metrics to Help You Thrive in The Age of The Customer

We are well into what Forrester coined as the Age of the Customer, where “empowered customers are shaping business strategy.” And Marketing plays a...

3 Tips to Ensure Customer Service Matches Your Promised Customer Experience

Marketers are constantly introducing newer and more sophisticated Customer Experiences (CX). But, how do you ensure that all of your customer touchpoints will align...

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