by David Baker | Mar 12, 2015 | Associations, Corporate Strategy, Customer Strategy Review, Entrepreneurialism
A common mistake among novice chess players is to bring out the queen early in the game. But this often leads to a loss. In our client work, we often see a similar phenomenon in competitive strategy. Executives get lured into bringing out their queen without...
by David Baker | Mar 5, 2015 | Associations, Corporate Strategy, Customer Strategy Review, Entrepreneurialism
There is no shortage of customer experience metrics today: digital data feeds, customer profile data, cross-channel performance, operational data, etc. The trick seems to be in fully understanding and focusing in on the key sets of metrics that really matter to build...
by David Baker | Mar 2, 2015 | Associations, Corporate Strategy, Customer Strategy Review, Entrepreneurialism
Customer service representatives have a tough job. They must represent the face of the company to customers while being internally monitored and measured via a myriad of metrics: first call resolution, call length, and percent of transfers, to name a few. Fortunately,...
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