by Cathy Fennell | Oct 8, 2025 | B2C, Customer Loyalty, CX, Insights, NPS, Research
Your CX Knowledge Gap might be Killing your Business By Marvin Heffernan and Cathy Fennell Senior leaders often believe they know what customers want, either through hearsay or through various satisfaction surveys and other ‘listening’ methods. However, customers...
by Cathy Fennell | Feb 17, 2020 | B2C, Customer Loyalty, CX, Data, Engagement, Insights, NPS & CSAT, Research
Game, Set, Match: How a Sports Club Won its Members Back Article by: Cathy Fennell A well-established, prestigious sports club nestled somewhere in the idyllic countryside seems like a foolproof business model. That is, until its leadership team noticed a steady...
by Cathy Fennell | Dec 17, 2018 | B2C, Customer Loyalty, CX, Data, Employee Experience, Employee Loyalty, Engagement, Insights, Internal Teams, Key Accounts, Leadership, Salesforce Effectiveness
The Elves Are Revolting It’s the most wonderful time of the year… or is it? Orders to fill; budgets to cost; not to mention the office party hangover. But if you think you’ve got it bad this Christmas, just imagine how Santa Claus is feeling right...
by Cathy Fennell | Jul 16, 2018 | B2B, Engagement, Insights, Internal Teams, Key Accounts, Leadership, Salesforce Effectiveness
Purchasing Departments Are Human Too! Like many key account relationships, our deal had taken significant effort, negotiation and time to secure. Having finally had our proposal accepted by our client, a signature on the contract seemed like a mere formality. That’s...
by Cathy Fennell | May 14, 2017 | Insights, Internal Teams, Key Accounts, Leadership, Research
The Case Of The Over-Engineered Solution? We heard of this story this week – a wonderful example of over-engineering a solution (excuse the pun) when your workforce may know an easier fix all along. A toothpaste factory had a problem. They sometimes shipped empty...
