I have dealt with what seems to be a growing phenomenon in what I believe to be a major change in the way work is being managed in organizations. Early in my career individuals were charged with garnering some level… Read More ›
Customer Centricity
Want More Customers? Stop Controlling the Conversation
Customers want what they want, when they want it and the way they want it. Companies are spending too much time trying to dictate the path customers must follow to access products and services. Even more remarkable is the fact… Read More ›
Complaint Reporting – Customer Attributes Are Not Enough
I wanted to take the opportunity to call out a common mistake many organizations make when it comes to developing tools to capture data related to tracking customer complaints. Many organizations adopt what I call a demographic based approach by… Read More ›
