May 10, 2012

Customer Experience: Ambition Trumps Resources (For Now)

Last week, I attended a networking gathering of customer experience enthusiasts, hosted by Fidelity and the CXPA. The demographics were pretty representative of the discipline overall: […]
March 2, 2012

Why Won’t Anyone Take My Survey?

Getting into the heads of your clients, customers, and employees is an important part of staying ahead of the game. We’ve written several posts about the […]
January 23, 2012

How Customer Satisfaction Surveys Tell the Future

It’s funny – just asking customers what they want more of is one of the best ways to see where the market is heading, and where […]