Customer-focused strategies have emerged as one of the best ways to
give your company a competitive advantage, and CX professionals are
the catalysts transforming CX. Here is a recommended framework...
Information gathering forms the foundation of a successful customer
listening system, and ensures a company has the right inputs to
drive meaningful actions that will impact business performance.
Launching a new voice of the customer initiative is a big
undertaking. Unfortunately too many companies do just that – they
launch! They charge into an initiative without taking the time to
In a recent article for BusinessWeek, Mark Johnson discusses
mergers and acquisitions and how to increase the probability of
success. Johnson points out the familiar statistic that 80% of
Without a doubt my favorite statistical effect is the moderator
effect. The technical definition of a moderator effect is
a "variable that affects the direction and/or strength of the
As we head into Final Four weekend it got me thinking about the
keys to winning basketball games. Being from Indianapolis, I
couldn’t help but reflect on the Butler victories in my analysis.