Danny Ertel

Don’t Blow the Negotiations With Your Outsource Firm

Danny Ertel -
The negotiation of outsourcing deals has come a long way. In the early days, providers had a relative advantage over buyers because they were the "repeat players." By virtue of doing deals with multiple customers, providers developed experience and acquired a real information advantage....

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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.

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.

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