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By Sandra Bauman & Mary Aviles A few months ago we presented our research on What Women REALLY Want From Healthcare at Qual360 in Atlanta. Our discussion included a list of operationalization opportunities, co-created with our study participants. These included suggestions... Continue Reading

By Sandra Bauman & Mary Aviles While participating in a very productive corporate strategy session in frigid -13 degree Chiberia (aka Chicago as it’s known in warmer months), we happened upon an interesting predictive customer behavior metric. First there was Customer... Continue Reading

By Steve Rivkin A merger is a chance to wrap your arms around your best customers.  Or not.  Which is why this is a warning tale from the customer service aisle. If you fly as much as I do, you’ve probably been watching the integration of Continental into United Airlines.  How... Continue Reading