Thought Leaders

Those are highlights from VoC research conducted by ERDM for Detroit-based watchmaker Shinola, which was looking to revamp its loyalty program. These points...

The core principle that drives Emotive CX is that customer needs and expectations span both the functional and emotive. As...

If you’re having a bad experience in a restaurant and decide to never return, do you tell the manager? Or...

If the majority of your customers are baby boomers or Gen Zers, then marketing is a simple matter of reaching...

Although “20/20” usually suggests perfect vision, a lot about the year 2020 is still unclear. Certainly news in the coming...

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. Consider...

The most admired companies remove practices that might curb the extension of care, or limit employees to act in good conscience. They...

Some smart person somewhere sometime (probably a priest) suggested confession was good for the soul. So, I will swath my...

Problem Statement: Brands have been running Voice of the Customer programs for years, but customer experience has generally not improved....

If I think about the trends that will define 2020, there’s one word that keeps popping up in my head...