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The Brand Metrics That Actually Matter
November 4, 2019Brand is back. A strong, sustainable brand is a critical component in generating long-term sales, so companies… Read more
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The CX Loyalty Metrics that Actually Matter
October 25, 2019A key challenge of implementing a CX program is demonstrating its value up and down the organization.… Read more
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Forrester weighs in on marketing measurement and optimi..
October 16, 2019We were eager to see Forrester’s latest Now Tech: Marketing Measurement and Optimization Solutions, Q3 2019 report… Read more
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Why a recession is a good time to ramp up marketing
October 10, 2019After a record 10-years plus of economic growth, the U.S. and other parts of the developed world… Read more
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CX Business Value Starts with Buy In
September 27, 2019By now it’s well established that a CX program, properly executed, can reenergize organizations and transform the… Read more
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The Win-Win Proposition
August 2, 2019Sports teams have an advantage other businesses generally don’t have: an unusually loyal and enthusiastic customer base.… Read more
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Shopper Insights & Retail Activation Conference &#..
July 19, 2019Earlier this week, I had the opportunity to Chair the Shopper Insights & Retail Activation Conference. It… Read more
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Old Clubs Leading the Way with New Fan-driven Approach
July 16, 2019I’ve been fortunate to attend two conferences this summer in the great sports town of Chicago. The Intersport… Read more
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Successful VoC Programs Include Services- and other in..
July 12, 2019Is your Voice of the Customer program speaking to you? Or are you spending more and getting… Read more
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CX and Brand: Better Together
June 26, 2019Whatever happened to Brand? In the rush to embrace customer experience (CX), it’s become something of a… Read more
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CX’s second act – Value Creation
June 18, 2019If you want to know where the CX industry is headed, there is no place better than… Read more
Whitepaper
Shopper-centric P2P Analytics
June 17, 2019Defining the emerging role of Path to Purchase Analytics and its impact on winning shoppers and growing… Read more