Think Tank

Posts selected by CustomerThink founder Bob Thompson for discussion. Please join in! Register to get email notifications.

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 -

CX-based Compensation Systems – Do They Work?

Sarah-Nicole LeFlore -

When To Fire A Customer

Syed Balkhi -

Why 1 in 4 of You Will Lose Your Job in...

Jim Tincher -

Convenience over Privacy? Paying Attention to Consumer Trends

Joseph Michelli -

The Future of CX: Five Customer Experience Trends for 2020 and...

Jeannie Walters -

You can’t handle the truth – why most leaders say they...

Christopher Brown -

Why Spirit Airlines’ and Ryan Air’s Customer Experience is Better than...

Jim Tincher -

Why trying to out-wow competition can backfire in B2B customer experience

Megan Burns -

Value For Customers: The New Frontier For CX Professionals

Maxie Schmidt-Subramanian -

Net Promoter Score (NPS) – Still useful or ineffective?

Ellie English -

Could a “Customer Success” Mindset Save the CX Industry?

Bob Thompson -

Of dinosaurs and meteors: 2 different (and contentious) models of technology...

Scott Brinker -

Outcome or Effort, Which Should You Reward?

James Lawther -

My Views About WSJ Article: “Is Net Promoter (NPS) Score Misleading?”

Stacy Sherman -

Why intensity and metrics matter when reshaping an organization’s culture: Lessons...

Christopher Brown -

Which Is Most Important, Perception or Performance?

James Lawther -

Is it possible to compete with Amazon and win?

Christopher Brown -
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