In this article Quirk’s article, Researchers, bad news is inevitable. Set expectations, John Goodman and David Beinhacker of Customer Care explain why it is critical that researchers give their clients bad news and how to set expectations in advance for the strong likelihood that bad news is coming. Among other reasons, setting expectations will set the stage for enhancing your clients’ top and bottom line in revenue and word of mouth, and the information you provide will allow for proper action and innovation. Read more….
Chief Research Officer & Partner
With more than 15 years in the CX field, David has a passion for survey design, turning results into action plans and for making the business case to invest in the customer experience.