Are You Listening to Your End Customer? Here Are 5 Reasons Why You Should Be.

As an entrepreneur, you have to lead, but sometimes you have to listen as well.

How to Really Hear and Use Customer Feedback

Listening to criticism pays off big time. Here's how to identify -- and encourage -- the customer love that makes brands flourish.

To Move Quickly and Solve the Right Problems, Leaders Need to Ask Better Questions

Asking better questions doesn't just drive innovations, it can also build expertise in your team by setting an important expectation.

The Analytical Leader: Understanding Customer Experience Requires Thick Data

Overview Thick Data provides insight into people’s emotions, motivations and ways of thinking. For our organizations to have a realistic view of the marketplace and our customers, CX leaders need to provide and advocate the use of Thick Data to supplement operational Big Data insights. This allows companies┬áto challenge the status quo and reveal game-changing

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What Tech Companies Such as Snapchat and Their Users Should Remember When Updates Cause Outcry

It seems that every time a major tech platform introduces a new feature or redesign, people get mad.

3 Things You Can Do to Get Your Customers Gabbing

Word of mouth is right down the street, at the corner of Extra Mile and Hard Work. Meet you there?

Want to Know What Your Customers Really Think? Try Working Side by Side With Them to Solve Problems.

Microsoft sends its developers to work with customers to build technology that solves their biggest pain points.

Do This One Thing Before You Start Building Your Business

If you haven't gotten in front of your customer base and received feedback, you should.

When a Client Rips You on Social Media, Respond Like Kathy Griffin’s Attorney.

The epitome of professionalism is keeping your composure when an irate customer is bad mouthing you in public.

Why Henry Ford’s Most Famous Quote Is Dead Wrong

If Ford had asked people what they wanted, would they really have said 'faster horses?'