Jim Sinur

Everyone has “high five” moments that make you think about where you have been, where you are and where you are going. September 2017 cause...

Believe it or not when someone mentions "customer centric culture", there are probably multiple definitions of what a customer cen...

There are organizations that believe that the investment in customer journey mapping includes buying technology to assist in creating and ma...

Most top executives are not! According to a Harvard Business Review Analytic Services study with in-depth interviews, completed recently, w...

Nearly all organizations want a "Customer for Life" unless a particular customer is just plain toxic and difficult to work with ov...

Today most organizations have a "let them eat cake" approach to customer service.  Organizations, today, set up the touchpoints an...

Every organization practices labor and skill specialization because of the limits of what people can do, organizations of people can do and ...