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On Resistance To Change

Mar. 16, 2018 by Kerry Bodine

On Resistance To Change

“Give me an example of a company that’s made a complete turnaround to embracing their customers.” This request always makes me chuckle. I wish I had an answer, I really do. But the sad reality is that I don’t know of a single organization that’s customer-centered through and through—except for the ones that started out (Read More...)

On Fear And Daring

May 8, 2016 by Kerry Bodine

On Fear And Daring

I stood unsteadily on the side of the mountain, desperately clutching a thick chain that had been anchored deep into the rock next to me. My vision narrowed. My breath became shallow. My legs started to shake violently. I found myself unable to move. Several feet away, the trail that I was on abruptly ended, (Read More...)

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Ignite A Customer-Centric Culture With Customer Insights

June 20, 2014 by Kerry Bodine

Ignite A Customer-Centric Culture With Customer Insights

If you read my last post, you understand the importance of supplementing quantitative customer data with insights gleaned through interviews and observational research. But as shocking as this might sound, deep customer insights aren’t the ultimate objective. Your real aim is to deliver a customer experience that drives customer loyalty, revenue, and cost savings. And (Read More...)

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