Best Practices

Customer Experience

Analyzing the 2023 Customer Rage Survey

Rage is not an emotion you want customers to feel in connection with your business. Yet the rec...

Jenn Goddu

November 23, 2023 | 5 MIN READ

Best Practices

Consulting

Customer Experience

How to Choose the Right CX Consultant

The customer experience (CX) embraces a network of touchpoints (TPs) that customers follow from...

Gordon Polovin

March 15, 2023 | 10 MIN READ

Best Practices

Customer Experience

General

8 Useful CX Metrics to Inform Your Strategy

Having a dedicated CX strategy is important for any company in a market that prioritizes experi...

LeTeisha Newton

June 3, 2022 | 9 MIN READ

Customer Experience

Employee Engagement

How to Retain Employees, Engage Customers, and Win in 2024

In the modern business world, CEOs carry responsibility for their company's continued growth an...

Gordon Polovin

January 8, 2024 | 7 MIN READ

Customer Experience

Employee Engagement

The Buck Stops At The Top: Here’s Why Today’s CEOs Are Nervous

Are you a CEO, COO, or business owner, facing the challenges caused by the pandemic and everyth...

Gordon Polovin

March 4, 2022 | 6 MIN READ

Customer Experience

Why a Customer Success Management Program is Vital to Every Business

Over time, the pendulum has swung from "The customer is always right!" to a more nuanced unders...

Gordon Polovin

February 28, 2022 | 8 MIN READ

Customer Experience

How to Build a Customer Base for the Long Term

Everyone knows that if you want to build something big, you need a strong and steady foundation...

Gordon Polovin

June 5, 2023 | 7 MIN READ

Customer Experience

Employee Engagement

General

Technology

Great Techspectations: Making Technology Do It All So We Don’t Have To

If you had a hammer, would you: (a) Hammer in the morning, hammer in the evening, all over t...

Melissa Krut

May 30, 2023 | 6 MIN READ

Customer Experience

Market Research

The Season of Churn: Pandemic-influenced Consumer Attrition

The COVID-19 pandemic was a B2B and B2C upheaval that made traditional marketing and organizati...

Gordon Polovin

January 21, 2025 | 6 MIN READ

Customer Experience

Employee Engagement

Responding to Negative Feedback

The negative feedback arena is vast because it embraces customers and employees — the lifeblo...

Gordon Polovin

July 24, 2021 | 10 MIN READ