Category Archives: Uncategorized

We are re-branding

Some of you may have noticed the changes in the name and the logo on our site and this blog. The focus of our research, and of our technology development efforts, have pivoted over the last few years. We feel … Continue reading

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Social Media Research of Customer Experience is a Smart Marketing investment

Listening to customers through social media channels, is a well established practice for support of  Customer Service and PR business processes. Marketing organizations are less known for their successful attempts to use social media to engage customers. Many of these … Continue reading

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Customer Experience: Easy to Measure, Hard to Change part 2

This sequel was inspired by comments and questions posted in multiple LinkedIn groups where the first part was published. Special thanks to Richard Hatheway. One of the first reason people give, to explain the difficulty of customer change implementation, is … Continue reading

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Tapping Market Intelligence: Don’t Ignore Word of Mouth!

If you are like me, you probably receive requests to share your opinion about websites, products or services on a daily basis. That is not surprising if you consider number of technology and service providers that claim to make VOC … Continue reading

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CRM – Build for Adoption

This post continues to explore the theme of Unlocking The Value of CRM. Previous installments can be found here and here. This installment focuses on Change: It is not the strongest of the species that survives, nor the most intelligent, … Continue reading

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