Peter Fader

CX Metrics Aren’t Customer-Centric, But Should Be. Learn How

3 steps to boost your Customer Experience strategy and make it truly customer-centric. By Peter Fader and Sarah E. Toms Picture this: Your CEO signs on at the beginning of the day, but before she checks emails or the stock market, she glances over a…

The Skinny on “Fattening Up” Customers

I often use the metaphor of fishing as a way to explain new customer acquisition. From the firm's perspective, there is a great big ocean out there full of prospective customers of all different shapes and sizes. First we have to decide how we...

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