Editor's Picks

Thought Leadership Articles

Ignite Your Sales Performance at the Intersection of Purpose and Passion

Barry Trailer -

Are You Prepared for the Great B2B Customer Experience Reset?

Amanda Davis -
There’s much talk online and in the press about how people’s experience during this COVID-19 era will impact a new ‘normal’ customer experience when...

Revamping Your CX in the Pandemic: 4 Key Service Strategies

Jeff Nicholson -
In the face of the COVID-19 pandemic, most businesses have had to pivot to a distributed customer service model practically overnight. While customer service...

Customer Success Does NOT Have to be a Revenue Center

Rick Adams -
One of the topics that I see being debated most often within the Customer Success community is whether or not the Customer Success organization...

Time to Say Goodbye to an Outdated Concept: Efficiency

Moshe Davidow -
They say hindsight is 20/20 vision. Looking ahead is where we have a problem. Most major innovations have brought us kicking and screaming into...

Think Tank Discussions

Trust is More Important Than NPS or CSAT

Tom Anderson -
Is your company doing better or worse in terms of maintaining and building customer Trust right now? Customer Trust is a far more important metric than Customer Satisfaction, Net Promoter Score, or any of the other measures CX/CS Professionals commonly track.

Now’s not the time to be cutting customer experience funding.

Bob Azman -

Net Promoter Score – Something Every Sales Leader Should Use

Illugi Hjaltalín -

Should we be selling ‘solutions’ or outcomes?

Bob Apollo -

Why It’s Time to Rethink Personalization

David Dodd -

Are You Ready to Go Exclusive with Jane, Your Digital Concierge?

Liliana Petrova -

Industry News

New Posts

MarketPlace

Featured Listings

How to Use CX Insights to Drive Change, Show Business Value

[08/27/2020] In recent years many companies invested heavily in CX programs and teams, but few can demonstrate a measurable business impact. Learn how to overcome three of the biggest obstacles to driving real change with CX insights, and how to measure and communicate the business outcome.

How to Sustain Relationships with Customers and Employees During the COVID-19 Crisis

CustomerThink’s Advisors – global thought leaders in customer experience, marketing, sales, customer service, customer success, and employee engagement – share their advice on how to sustain positive relationships with your customers and employees during the COVID-19 crisis.

Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies

Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer relationships, author Bob Thompson reveals the five routine organizational habits of successful customer-centric businesses: Listen, Think, Empower, Create, and Delight.

Best Practices to Prove the Business Value of Customer Experience

CustomerThink’s research finds just 19% of CX initiatives can show tangible benefits. Due to the COVID-19 crisis, the ROI issue is now front and center with CX leaders. Learn the best ways to prove the business value of CX, including ROI advice in customer feedback, customer service, and CX infrastructure.

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