Today’s customers have an increasingly wide range of options. Some firms and pundits are referring to them as “empowered”... read more →
It’s rather astonishing. Many firms are neglecting a very simple yet crucial part of their customer interactions. And, as a... read more →
Is it time for you to dive deeper into the creation and execution of your company’s overall business strategy? In... read more →
Having trouble attracting enough passionate customer advocates? It's a huge issue--a perennial top 2 or 3 challenge in our surveys... read more →
Based on our research, these are the top challenges--most of which also present significant opportunities--for customer advocacy and engagement programs.... read more →
I'm really excited to share a heads up on our just completed, groundbreaking research on Advanced Practices in Customer Advocacy... read more →
Most firms get the importance of marquee customers (sometimes called "rockstars," "customer champions," "MVPs" and the like). But there's a... read more →
For years athletes have ignored or at least keep silent about doping among their fellows. And as we saw in... read more →
Yes, we're talking about the airline industry. Again. I'll let the emails do the talking: August 6, 2016 Dear William:... read more →
Executive suites at many of my clients are increasingly looking to use data to glean valuable customer insights--an important trend!... read more →