Measuring is not the same as understanding An organization can have many indicators and still not understand well what the customer is experiencing. It can measure response times, ticket volume,... read more →
Listening to customers is not the same as learning from customers Many companies say they listen to customers. They have satisfaction surveys, review ratings, receive tickets, monitor social media, record... read more →
Growth is not only about acquiring more customers Many companies understand growth mainly as acquisition. More campaigns, more leads, more traffic, more new sales, more customers entering the system. This... read more →