Think Tank

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

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 -

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 -
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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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