Guest blogger: Maeve Naughton, Customer Reference Programs expert

We’ve all seen the movie where the girl or guy turns to their significant other and says “I love you, but I’m not in love with you.” Sometimes it’s hard to believe while other times you want to yell at the TV and say “Duh!!!!!” Shouldn’t the recipient [...]

Guest Blogger: Patrick Reilly, Resources in Action
The relationship between employee and customer loyalty is easy to sense or feel but hard to prove. This is a tough question to answer well, especially for the analytics, but let’s see if we can create a trail of causation.
Recent research by Dan Pink author of Drive indicates that [...]

Like many Americans, I found myself glued to a new TV show, “Undercover Boss”, that aired right after the Super Bowl.  Something about this show had ALL of my previously raucous party attendees riveted for an hour. 
At first, it seemed like the show was about ‘spying on employees’ and sort of made me feel sick [...]

Guest Blogger: Lynn Hunsaker, head of ClearAction Customer Experience Management
Why do sales and service representatives feel compelled to tell customers how to answer a survey? Does the company want to know what the customers really think, or is the company trying to build positive publicity by claiming superior ratings?
The answer to [...]