The Human Margin: Building the Foundations of Trust is a book written by Katherine A. Meese, PhD, and me. Why did we author this book? The research studied by Dr. Meese shows the significant impact ...

Employee engagement is one of the biggest factors contributing to retention. In the current hiring crisis, you really can’t afford to lose great employees. But how do you know if your employees are ...

To use your CX program as a customer engagement tool, each survey goal and each survey item should answer the question: What am I really asking? While a customer will never see this question, they ...

If you are like me, you are probably tired of being bothered by surveys – they are everywhere! There are surveys at the bottom of receipts, from people on the sidewalk, in the mail, and everywhere ...

"If we start to change all these things, it's not going to really solve the problem," said Katherine Vargas of Milford. She and her husband, Bryan Mercier, are proud and devout Catholics. The couple ...