sharon daniels
How to Avoid the Seven Sins of Customer Experience
Customer experience can ultimately be an organization’s primary competitive advantage, if it is managed correctly. Exceptional customer service produces loyal customers who buy more, refer friends, resist special offers from competitors and forgive the occasional mistake. A new research report on customer experience sheds new light on the “seven sins” of customer experience -- key missteps that make organizations stumble when it comes to customer interaction.
The Six Cs Model for Building A Culture of Innovation
A study examined the practices and behaviors of BCG's top 100 innovative firms around the world.
Managers Manage, Leaders Lead: How to Tell the Difference
One study unearthed revealing differences - some behavioral, others cognitive - that separate real leaders from managers.
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FEATURED CONTENT
New Poll: CEOs Find Challenges In Using Customer Data To Drive Innovation
Ability to harness and sort through data for meaningful insights remains a hurdle, many say. “The key is...finding what is actually relevant.”
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CEO CONFIDENCE INDEX
In Poll, Majority of CEOs Say Hybrid Work Is Here to Stay for 2022. Full Virtual? Not so Much
Almost all the CEOs we surveyed in May say they will work in at least partially hybrid mode for the rest of the year—versus just 7 percent who said they'd be fully remote.