In my last article, we saw how a Total Customer Experience (TCE) approach to business operations is critical if you want to get serious about delivering a successful customer experience.... read more →
In my last post, we looked at where legacy business operations go wrong. The very names—marketing, sales, product management, professional services, support services, and even “business operations” itself—suggest an inward... read more →
I'm really excited to share a heads up on our just completed, groundbreaking research on Advanced Practices in Customer Advocacy and Engagement. We uncovered seven critical imperatives that Advanced Practices... read more →
Yes, we're talking about the airline industry. Again. I'll let the emails do the talking: August 6, 2016 Dear William: As hard as we try to ensure that our flights... read more →
The evidence is overwhelming that prospects want to hear from their peers before deciding to buy. That's equally true for business buyers as well as consumers. In its 2015 survey... read more →