Account Manager Tips

NOVEMBER 4, 2023

Get the conversation started with the 45 best questions to ask your client to get to know them, reveal new opportunities and hidden risks.

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203

Customer Think

NOVEMBER 4, 2023

I originally wrote today’s post for CX Network. It appeared on their site on July 27, 2023. Data is at the heart of designing and delivering a great customer experience. Without data, you’re literally flying blind. But there’s so much data! And so many different kinds of data. Let’s start there.

Customer Experience 59

Customer Experience 59

Account Manager Tips

NOVEMBER 4, 2023

Get the conversation started with the 45 best questions to ask your client to get to know them, reveal new opportunities and hidden risks.

100

100

Customer Think

NOVEMBER 4, 2023

Most business leaders garner consumer insights by talking to and formally surveying their customers. Less frequently, leaders will seek to understand customers by watching their behavior throughout their journey.

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2023's struggles fueled a shift: companies are ditching wasteful strategies in favor of data and AI-powered growth. Enter 2024, the year GTC takes center stage. Discover 5 ways a customer-centric approach unlocks new revenue and delivers lasting success.

Customer Think

NOVEMBER 4, 2023

Podcast Today’s interview is with Dr. Peter Kim, Professor of Management and Organization at the University of Southern California Marshall School of Business and author of a newly published book called How Trust Works: The Science of How Relationships Are Built, Broken, and Repaired.

Publishing 45

Publishing Organization Management 45

Customer Think

NOVEMBER 4, 2023

What’s going on with Providence’s healthcare surveys? Does Providence’s CEO Rod Hochman want to execute a strategy based on gamed survey data? Seems unlikely. Or is Providence Health & Services unaware that it collects deeply flawed survey data? Seems more likely.

Healthcare 45

Healthcare 45