The Nature of the Customer

  • December 04 2015
  • Resource: Loyalty Today
  • Kanupriya Dhoot

Understanding your customers can be a difficult task. No one would blame you for feeling like they’re not always on your side. The truth, though, is that customers are actually quite positive and helpful by nature.Customers are people who...Read More

Show Some Span: Pay Attention

  • December 02 2015
  • Resource: Loyalty Today
  • Kanupriya Dhoot

Our business revolves around listening. Specifically, it revolves around empowering business organizations to listen to their customers on a scale and in a manner that drives improvement. And, as much as large-scale listening methods can start to...Read More

5 Keys to Successful Social Listening

  • November 03 2015
  • Resource: Loyalty Today
  • Kanupriya Dhoot

Wade through the Digital NoiseYour customers have a voice, and they want you to hear it. Unfortunately, in the digital age we live in, customer stories can get lost in the deluge of social media unless organizations are properly equipped and...Read More

The Importance of Leadership in CX Program Success

  • October 19 2015
  • Resource: Loyalty Today
  • Kanupriya Dhoot

A Rare BreedA good leader can change an organization. A great leader can change history. Because leaders throughout history have had—and continue to have—such great influence over those around them, it’s not all that shocking...Read More

5 Sources of Actionable Insight Every B2B Organization Needs to Tap

  • October 17 2015
  • Resource: Loyalty Today
  • Kanupriya Dhoot

5 Sources of Actionable Insight Every B2B Organization Needs to TapIn a previous blog entry, “Mind Your Q’s: The Two Types of Actionable Information,” we discussed the differences between quantitative and qualitative information....Read More

5 Simple Tips to Improve Customer Experience in an All-Talk World

  • October 16 2015
  • Resource: Loyalty Today
  • Kanupriya Dhoot

We live in a world that is all talk. With social media platforms everywhere and growing, more and more people are chatting 24/7. When it comes to business, customers don’t want to be talked at; rather, they want to connect with their...Read More

More than Supply and Demand: Are Antiquated Notions of Value Hurting You on Product Selection?

  • October 14 2015
  • Resource: Loyalty Today
  • Kanupriya Dhoot

For ages, the general “rule of thumb” has been that consumers are influenced primarily by scarcity and demand—the need for inventory over everything else. However, this is an antiquated thought that fails to answer the key...Read More

5 Critical B2B Drivers that Ensure CX Success

  • October 04 2015
  • Resource: Loyalty Today
  • Kanupriya Dhoot

Customer experience (CX) programs take more than good fortune to succeed. In fact, luck usually doesn’t factor in at all. In CustomerThink’s recent report, “Gaining a Competitive Edge by Optimizing B2B Customer Experience,”...Read More

3 Improvements and an Achievement: Top Benefits of B2B CX Programs

  • October 02 2015
  • Resource: Loyalty Today
  • Kanupriya Dhoot

In a B2B landscape where 9 out of 10 managers rate “fostering long-term relationships” as one of their top three priorities for their CX initiatives, it’s no wonder the best benefits support the long view. Our recent study...Read More

Top 5 Issues Preventing Effective B2B CX Delivery (with a Hint of Advice)

  • September 30 2015
  • Resource: Loyalty Today
  • Kanupriya Dhoot

As a “one-two punch” to win competitive battles, the vast majority of B2B companies are pursuing excellence in their solution offerings and the experiences they provide. That second punch of improving the customer experience is a key...Read More

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