Surveys without action do more harm than good

As a community of business leaders we are getting better at listening to customers and learning how to empathize with them. This strengthens our relationships. However, we still have an Achilles’ Heel. When we listen but then take no action we run the risk of...

CAB or no CAB? That is the question

Customer advisory boards, councils, and forms (CABs) are becoming popular tools for strengthening a company’s relationships with their best customers. But is your company organizationally, operationally, and culturally ready to invest in a CAB? With the today’s...