Feedback that increases performance
In many organizations, customer feedback is still collected more out of habit than as a strategic performance management tool. Yet data suggests that its true potential lies elsewhere. [...]
A satisfied customer is the best salesperson
At a time when acquisition costs are rising and customer loyalty is declining, companies are increasingly returning to one basic principle: growth does not begin with new customers, [...]
Reviews as a growth engine
Online reviews today represent one of the most influential factors in customer decision-making. According to a BrightLocal study (2023), 87% of consumers trust online reviews similarly to personal [...]
Apple is changing the rules of customer experience
Apple is often described as a company obsessed with design. Less emphasized, however, is that it applies the same obsession to managing customer experience (CX, Customer Experience). These [...]
