The new book is out! Pick it up here!
I’m a push-backer. That, to some, makes me a real pain-in-the-neck. It’s partly because of the field of work I’m in. After all, we CX practitioners are always alert to things brands are doing poorly because it’s in our nature to seek out those…er, we’ll call them opportunities. That’s in the spirit of what I’ve [...]
So yes, I’ve been hounding you lately about VoC and Customer insights. And yes, I’m an analyst going way back, so I love me some good old-fashioned bean-counting! But wait. If you’re taking my advice and looking in clever places for your Customer insights, you’ve probably taken my admonition that, in addition to asking your [...]
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