Customer Change Customer Relationship Management Feedback Net Promoter Score 
CSM Practice
AUGUST 26, 2019
It is amazing how many organizations do not focus on how to change the behavior of their internal groups to help them understand the behavior of their external customers. Changing management is hard but critical to the success of a CS team. Ultimately, that change in behavior is what delivers your ROI.
Chattermill
MAY 12, 2019
Through these interviews, Michelli came away with a set of fundamental principles, such as the importance of understanding the customers’ changing expectations, developing a training program centered around CX and a consistent experience across hotels, and empowering employees. The Ultimate Question 2.0
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