Customer Experience is a Top Executive Priority

Firms want a competitive edge and are looking to their customer experience metrics as a strategic way to get it. Providing a great customer experience creates a customer-centric environment where customers are not only satisfied – they are so pleased, they become a...

Increasing Promoters with Your Content

Someone recently asked me what the secret is to driving customer loyalty. In response, I quoted the Golden Rule: “Treat others as you’d want to be treated.” It is often true that what you DO for your customers is much more important to driving loyalty than what you...

We Were On a Break!

What do you do when references temporarily stop singing your praises? If your business depends on positive, credible feedback from third party customer references to “close the deal”, when a long-standing positive customer reference goes dark – or worse, becomes a...
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