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Do Your Customer Research Now: Help Those Losing Wages While Accessing Hard to Reach Customers, For Less
Summary: Unstick your B2C and B2B research projects, or pull in research planned for later in the year, do it remotely now (phone, web), and save 20-30% in research costs while helping individuals and sectors impacted by lost wages. In the coming weeks, many people...
Part 1: What Does It Take To Actually Make a Great Customer Experience Happen (In 6 Parts)
Our blog posts to date have started the discussion about why customer (and employee and supplier) experience is so important in securing customer loyalty, revenue, and respect in consumer oriented organizations and business oriented organizations. We have looked...
Cynthia White Featured in Boston Voyager Magazine
Check out today’s article in Boston Voyager about Ceatro's president, Cynthia White
Can You Hear Negative Feedback?
Last week, while cleaning out my file cabinet, I came across 20 years of my work performance reviews. From the early days of Forrester Research to my last role before Ceatro Group at PRTM (now PwC Advisory) and a few in between, there, in black and white, were all my...
What Should It Mean When A Company Says It “Understands Customer Needs”?
Customer needs is a pretty buzzy phrase right now. Like ‘customer success,’ and ‘customer experience,’ it is popping up in a lot of marketing materials. Many companies tell us they understand customer needs as a way of signaling that their products and services are...
Feedback Avoidance: Is Your Company Listening to Live Customer Feedback?
Professionally we are taught that getting feedback at work is something we should desire, no matter how much we really don't want it. This ingrained resistance is easily conveyed to customers individually and culturally, essential shutting down a critical channel for...
Simplify Your Customer Experience
Do your customers love what you sell but don't love doing business with you? Are you losing customers even though product satisfaction is high? You aren't alone. Many organizations focus their design, development, and management efforts on what they consider "the...
Tufts Magazine: Companies Fail When They Design Products Without Considering The Human Beings Who Will Use Them
We are pleased to announce that Tufts Magazine recently published an article written by Cynthia White, Ceatro's president, in its Spring 2016 edition about the importance of considering customers, suppliers, employees, and partners when designing. Companies Fail When...
Make Eye Contact Every Time – Even Virtually
Eye contact. It's a big deal. It makes us feel like we are connecting with the other person. It makes use feel like the other person sees us as human and cares what we are saying. (They may not but at least if feels that way.) Eye contact is personal, welcoming, and...
Grocery Shopping With My Father
My father's approach to life can be summed up as a nice blend of fun and pragmatic and our father-daughter bonding time is no different: go to lunch, check the oil and windshield wiper fluid in my car, and run a few errands. Recently my father and I went grocery...