by Andrew Bosko | Mar 31, 2021 | Uncategorized
The events of the past year caused dramatic disruptions in consumer behaviors. While many were obvious and, potentially, short-term, other changes were a lot tougher for brands to notice or easily understand. When brick-and-mortar retailers were forced close their...
by Andrew Bosko | Mar 24, 2021 | Uncategorized
How well do you know – I mean really know – what your customers want and need most from your brand right now? It’s a tricky question to answer. When business consultant Adrian Swinscoe recently tackled it, he drew on lessons he’s been learning from a number of CX...
by Andrew Bosko | Mar 19, 2021 | Uncategorized
“It’s easy to set up a listening post on social media or another channel, but quite another to gather feedback, internalize it and put it toward transformative change.” When I first read that comment by Jennifer Passini, I had two immediate reactions: I disagreed...
by Andrew Bosko | Mar 12, 2021 | Uncategorized
No one said the path forward in 2021 would be easy. Over the past several months, a growing number of research studies points to the extreme customer upheaval many brands have endured. As consumers were increasingly disappointed by the brands they patronized, they...
by Andrew Bosko | Mar 9, 2021 | Uncategorized
After the year we’ve all experienced, many American brands are taking a long, hard look at their current CX performance. In the wake of COVID many organizations are still sorting through the data to understand where their customers are today. For most, this will lead...
by Andrew Bosko | Mar 4, 2021 | Uncategorized
Many brands have risen to the past year’s market challenges with admirable agility. By pivoting wisely and adapting swiftly to customers’ changing priorities, these companies have done better than just weathering the storm. They’ve committed to revisiting – and...
