Customer behavior signals that should change your decisions
Some customers never complain. They give good scores on the satisfaction survey, they do not post on social media and they never ask to speak with a...
Customer Experience
How to optimize the post-click experience with real cases
On an ordinary Monday morning, the head of sales at an e-commerce company reviews the weekly dashboard. Traffic is up, cost per click held steady and...
The Customer Journey as a Sales Framework
Right Person, Right Time, Right Product, Right Price.
When Sales Has to Correct AI
B2B buyers increasingly research vendors with generative AI and arrive convinced before they arrive informed. Sales now has to validate and sometimes...
The mistake of turning a customer into a photograph
What happens when a company thinks it knows its customers, but in reality only knows an outdated version of them?
The customer journey no longer begins on your website
Your customers have changed. Has your experience changed with them?
Why your customers no longer complete satisfaction surveys
There is one metric that almost no executive committee examines as seriously as it should: the response rate to its own customer satisfaction surveys.
How to scale digital margin and monetize transformation
Digital transformation creates real value when it stops being perceived as a cost center and becomes a consistent engine of profitability.
You don't need more leads: recover revenue in your Customer Journey
How many sales opportunities is your company losing without even realizing it?
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