Remember that professor you had in school who graded on “the curve”? In my experience, students love those professors because it gives the opportunity for their fellow classmates to set the bar instead of the… More

This is the second part of a 2 part blog post on answering the question, “What’s more important, anticipating customer needs are responding to customer feedback?” In the first post, we admitted it may be… More

Getting feedback, especially negative feedback, directly from customers can be painful in any business.  Feedback is an expression of fulfilled or unfulfilled needs. Our customers are bio-pharma call center leaders. These leaders serve several internal… More