I’m Hammer, You Must be a Nail

I’m Hammer, You Must be a Nail

While doing some research on change management and organizational transformation, it struck me that as CX professionals we tend to see the impetus for any change initiative as deriving largely, if not totally, from looking at organizational issues primarily through a...
X Marks the Spot

X Marks the Spot

We recently worked with a client that had an unusually low response rate for their Relationship Survey. The survey wasn’t terribly long and there was minimal drop-off once someone began the survey.  So, we were stumped as to why we were only seeing a 2% response rate....
The Power of a Smile

The Power of a Smile

You often hear of the positive power of a smile.  A recent business trip brought this to light to me, as well as the negative power that is portrayed when it is missing.  My colleague and I were on our way to see a client and we decided to stop and get a coffee.  The...

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