Your Customer Support Team Vs. the Listening Post Strategy
A client just asked me about last week’s “listening post strategy” to access Voice of […]
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Latest "Customer Experience" Posts
Use Listening Posts for Voice of the Customer Information
Many years ago while working with the Malcolm Baldrige National Quality Award, I was exposed […]
Book Review: Inside Your Customer’s Imagination
As a facilitator of myriad customer experience conversations, journeys, and maps, I have always been […]
Food to Crow About: Building a Business to Last
As a boy growing up in Crapaud, one of my favourite things was go out […]
Answer these 5 Questions to Solidify Your Brand Promise
I was talking with a client who owns several car dealerships and he was lamenting […]