The Balancing Act Between Customer Experience & Price

| Brian Doyle |
81% of companies say they will compete mostly or completely based on customer experience (CX) (Gartner). At the same time, 72% of CX professionals do not feel their programs are very successful at driving business outcomes (MaritzCX). Does that me…
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Amazon’s Tale of Two Cities and Saying Goodbye to the Rabbits

| richardharrington |
So there it is. Amazon’s year long quest for its second headquarters has finally ended with an announcement that the will be shared by two cities, Long Island City, New York and Arlington, Virginia. When Jeff Bezos first announced the plan for HQ2…
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5 Essential Selling Skills to Change the Customer Conversation

| Ellen Quackenbush |
Today’s customers are savvier and more impatient than ever. Being a Challenger and disrupting the customer’s status quo is just not enough anymore.
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Beware: You Are Likely Using Personas Incorrectly

| Ellen Quackenbush |
Personas are a great tool for the right situation but are often over-used by marketing to communicate with customers and generate leads.  Personas define how a person in a specific role—let’s say the General Manager of a Business or the VP of…
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