Over the past three years, organizations have faced new challenges in attracting and retaining customers: an entirely new business environment and culture, threats of ongoing inflation, labor &...
I think we would all agree – customer surveys are everywhere. Despite such prolific use of surveys as a central component of customer experience programs, many B2B companies are failing to maximize...
Since our inception, we’ve worked with clients to design and execute their Customer Advisory Board (CAB) programs. As business travel has been curtailed due to COVID, several important questions have...
More than ever, businesses are being asked to play a central role in tackling complex societal challenges. To make a meaningful impact, employee and customer engagement are the key.
Many of us can still vividly recall the great recession of 2008. Jobs were scarce and the people who remained employed wondered if their pink slip was next. Fast forward to the present day and the...
Lessons Learned from Schindler Elevator Corporation’s eNPS Program
Employee feedback surveys are increasingly being used to guide management decisions. And it’s important to recognize that value obtained from an employee survey is a direct result of how well the...
Employee engagement and loyalty are vital to any business’ success. And, these are fast becoming the behaviors that distinguish successful companies from those that fail. But if you’re not...
I grew up reading Gary Larson’s The Far Side comic strip, and find myself using examples of those snippets of life lessons often in my career as a Voice of the Customer / Voice of Employee...
One of the essential elements for maturing a customer-centric culture within an organization is empowering employees to proactively seek out and address customers’ needs.
