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Thought Leadership Articles

Beyond Surveys: Finding the Right Balance Among Your Customer Feedback Sources

Whether you’re leading customer experience at a B2B or B2C company, I think you’d agree that 2020 certainly had an impact on customer feedback....

A Recipe for CX Success: It’s About Authenticity, Not Perfection

As a child I always marveled at my mother’s recipe box (handed down from her mother). It is an overstuffed box that is an...

A Cure for Corporate Deafness — 7 Steps to a Closed-Loop Customer Feedback Process

In the middle of the corona crisis, I received mail from my housing association. For a moment, I hoped for a gesture to me,...

4 Ways to Take a Consultative Approach to Sales, When Nobody Wants to Be Sold To

Let’s be honest: People hate ads. I don’t mean the compelling Super Bowl ads that tug heartstrings, call for change, or involve dogs — we...

Think Tank Discussions

Have you got what it takes to be a phoenix in the new, never normal?

The pandemic has shifted how people work, socialize, shop, get services, etc. Will things eventually return to the previous "normal" after the virus is defeated?

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