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Segmentation: The Key to Improving CX for Customers That Matter Most

“A FOUR, WE GOT A FOUR!???” I yelled at my smart phone. I stared at the number in disbelief. I looked at my wife who shrugged. It...

4 Ways to Focus on the Silent Majority — Customers Who Don’t Complain

Recently I read a disturbing a quote from a senior executive … “For every one person who complains there are 99 in favor …...

CEOs: Stay Ahead of the (Sigmoid) Curve to Grow Revenue in 2020 and Beyond

In the early 2000s, I was an investor and advisor to a company that sold a fairly well-known sales force automation (SFA) tool. Like...

Four Ways to Take Your CX Strategy to the Next Level in 2020

2020 – The year that once felt so far away, so incredibly futuristic, is now just around the corner. Along with this much anticipated year,...

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