Think Tank

Posts selected by CustomerThink founder Bob Thompson for discussion. Please join in! Register to get email notifications. See our top 10 discussions of the past year.

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 -

The unseating of Sears

Steve Curtin -

Ten B2B KPIs to Track, Starting Now (none are NPS) –...

Jim Tincher -

Ten questions you always wanted to ask about Customer Experience

Thomas Wieberneit -

It’s Time to Rethink Facebook

Marc Meyer -

Customer Experience: Is Amazon Going Downhill?

Maz Iqbal -

Activating the Executive Commitment You Need for Your CX Program

Aimee Lucas -

A Bold Customer Experience Prediction

Jon Picoult -

Stop Bribing Your Employees for Good NPS Scores

Jim Tincher -

Taking the Sting out of Failure

James Lawther -

Purpose-Driven Marketing Comes to Town

David Raab -
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