7 Characteristics of Customer Advocacy: A Self-Assessment
When it comes to customer advocacy, there are important aspects of equipping your organization to act within and across functions. The following is a self-assessment. Depending on where your organization is in this process, some may seem underdeveloped or out of...
Four Words That Changed My Views
It was a privilege to speak at a recent Tugboat Institute conference, where I shared the story of meeting W. Edwards Deming early in my career. Dr. Deming was a pioneer in the quality movement. I asked him, “What’s one thing you’d change in any organization?” His four...
Are We There for Our Customers When They Need Us?
CXM Today recently interviewed me for their publication. We discussed a range of topics on the minds of customer experience professionals, including ROI, customer behavior and drivers of new technologies. Here’s an excerpt with a link to read the full interview. What...