Customer Experience

Executive Fireside Conversations: Building an Army of Problem Solvers in a High Growth, Entrepreneurial Disruptor

fireside chat

By Eric Michrowski

I was recently meeting with the CEO of a professional services firm that has developed a business model, which is quietly disrupting his industry. Founded in a dislike in the conventional business model that his competitors have been reinforcing for decades, he has changed a few key variables to transform the service offer, namely:


Data – Are You Using It to Best Your Competitors?

Data Are You Using copy

By Eric Johnson

Data is only useful when it is used to change behaviors, processes and/or activities.

The Disconnect Between You and Your Customers is Customer Care

The Disconnect

By Eric Johnson

The customer care agent is the lifeline between the organization and people it serves, and should be viewed as such Read More...