Think Tank

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

Customer Service Metrics Are Ruining Customer Experiences

Chip Kahn -

Have you got what it takes to be a phoenix in...

Adrian Swinscoe -

CX…inside Customer Support?

Nicholas Zeisler -

The Flipside of “The Social Dilemma” – Analytics as the Hero

Jonathan Moran -

The Key to Great CX? Balancing Delight and Ease

Sarah-Nicole LeFlore -

Customer Experience And Politics: Do They Mix?

Adrian Swinscoe -

Are your Customers the goal…Or just part of the machine?

Nicholas Zeisler -

Learn How CX Was the Key Theme in Jeff Bezos’s Recent...

Sarah-Nicole LeFlore -

Trust is More Important Than NPS or CSAT

Tom Anderson -

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 -
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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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