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Blog

Spencer Green
Chairman, GDS International

A lot is written about being a ‘Talent Magnet’, either as a company, or as President. It’s all good practice – listen, mentor, reward, provide clear goals and career maps. Good practice for the employer, but what about the employee?
24 May 2011

Focus Area: Customer Experience

Customer Experience

Building a Customer-Centric Culture

Lynn Hunsaker, head of ClearAction customer experience consulting, offers her advice for developing and enhancing customer-centricty.

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Customer-Centric Twist on Voice of the Customer

What’s the difference between the way customers volunteer feedback versus the way they’re requested to give feedback? One revolves around outcomes in the customer’s world, whereas the other revolves around customer satisfaction enablers in the company’s world. Maybe it’s time to re-evaluate customer feedback strategies for better alignment with the way customers see things.