Customer Change Customer Relationship Management Management Net Promoter Score 
CSM Practice
AUGUST 26, 2019
A CS representative has to be able to change management on a frequent basis. Change yourself and your customer’s habits to deliver value. If you can’t even change your own behavior, how do you expect to change others? Changing management is hard but critical to the success of a CS team.
Chattermill
MAY 12, 2019
Joseph Michelli dives into the genius of Starbucks’ success, interviewing baristas and corporate executives and sharing insider stories about how the company has managed to create an experience that benefits workers and consumers alike. Reichfield is the creator of oft-used CX metric, the Net Promoter Score (NPS), and The Ultimate Question 2.0,
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