I often wonder if companies that ask for my opinion do anything with the information. Most businesses never say how or if they're going to use customer survey data... more »

Customers share a plethora of information about themselves with companies, both deliberately and unintentionally. This happens via support and point-of-sale... more »

There is a treasure chest sitting within most companies, waiting to be opened. And many don't even know it. If they do, they don't know how to get to the... more »

How engaged are your customers? Can you identify advocates among your customer base? These are important questions to today's senior executives. Organizations in... more »

Here is the challenge: an ever-increasing number of channels, myriad evolving customer segments, too many different products to count. We want to sell to and service... more »

For years American General Life Companies primarily relied on its insurance associates to relay what customers were saying about the life insurance company's... more »

At the heart of any successful growth strategy is a transformational leader. John Moser is that person at Denihan Hospitality Group, a development company that manages... more »

It's no surprise that we live in a fast-paced world. There is tremendous focus on always-on mobile connectivity, and access to information when and where we want... more »

Customer-centric companies have long understood the need to manage their customer portfolio, rather than just their portfolio of products or services. These firms know... more »

It's a daunting task to keep up with technology. Consider, for instance, the tremendous increase in the sheer volume of information we are accumulating today that... more »