April 27, 2010

Are Your Customer Relationships “Emotionally Intelligent”?

For months, best-selling author Dan Pink has posted examples of “emotionally intelligent” signage on his blog. These examples appeal to human emotions and use humor, sarcasm, […]
April 19, 2010

Three Reasons to Add Face-to-Face Reviews to Your Customer Feedback Efforts

As technology advances, the methods available to collect customer feedback multiply. With social media sites (blogs, Facebook, and Twitter), web-based surveys, and post-transaction reviews on sites […]
March 31, 2010

Going Beyond Responsiveness to Meet Customer Needs

In our work with clients, we help them to understand the confidence that their key customers have in their current and future ability to meet their […]
March 8, 2010

The Customer Confidence Crisis – Why Now is the Time to Rebuild Your Customers’ Trust

Over the past few weeks, the media has been buzzing about the 2010 Edelman Trust Barometer study (details here). It measures and reports the level of […]
February 17, 2010

Martin Scorsese and Confident Customers

In accepting the Cecil B. DeMille Award for lifetime achievement in motion pictures, filmmaker Martin Scorsese quoted Faulkner: “The past is never dead. It’s not even […]
February 11, 2010

Customers Often Say It Best

As a company that helps other organizations listen to their customers, we also make a point to actively gather feedback from our own clients. And when […]
January 19, 2010

Where Do Customer Demands Come From?

When thinking about business-to-business customers, we rarely think about pizza chains – but maybe we should. Consider Domino’s Pizza: Advances in technology have helped improve their […]
December 29, 2009

E.G. Insight’s Top Posts of 2009

As we look forward to 2010, we also reflect on what we’ve learned during the past year. One way to do this is to check out […]
December 8, 2009

Are Your Relationships Helping You Win?

Think for a moment about the word “relationship.” What does it mean to you? The dictionary defines relationship as: “Connection, association; involvement; dependent on something else […]