sharon daniels

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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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CEO CONFIDENCE INDEX

CEO Optimism Drops In November Amid Election Results And Covid Spike

A new poll of more than 200 chief executives finds deep concern over the incoming Biden administration—and the dangerous direction of the pandemic.