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The Brand Metrics That Actually Matter


Brand 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


A 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..


We 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


After 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


By 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


Sports 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 &#..


Earlier 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


I’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..


Is 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


Whatever 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


If you want to know where the CX industry is headed, there is no place better than… Read more
Whitepaper

Shopper-centric P2P Analytics


Defining the emerging role of Path to Purchase Analytics and its impact on winning shoppers and growing… Read more

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