The turnover costs due to toxic work cultures in the U.S.A. alone between 2014 and 2019 amount to US$223 bn. “For in our shrinking globe,

No evidence (yet) “People almost invariably arrive at their beliefs not on the basis of proof but on the basis of what they find attractive.”

Are you wasting half your effort or budget… or all of it? Half your budget; throwing it away seems like a stupid thing to do.

“I have a cunning plan, Mylord!” Baldrick “Yes, Baldrick, let us not forget that you tried to solve the problem of your mother’s low ceiling

customer data [non]sense Customer data and data quality in general confuse 84% of CEOs, according to KPMG. A story about our Chairman, Dr. Linden Brown,

Your customer is a person who has feelings, hopes, fears, and dreams. Duh! Customers with emotions and feelings. Do you want a relationship with her,

CX-ROI and how the views of CX practitioners, solution providers, and industry commenters differ. Recently I was talking with a friend who is an experienced

Customer attrition: Can’t agree on how you can stop losing customers? Recently I was asked by a client to help the leadership team understand why

Marketers and customer-centricity, is it too fluffy a combo to agree? When you talk about how well (or how poorly) your company is doing on

My recent experiences and subsequent customer satisfaction remind me of an article I wrote a few years ago. Now that I am confined to all-day-long