Lessons Large Enterprises Can Learn from Small Business’s Customer Journeys Understanding a Customer’s Journey is pivotal for a business, irrespective of its size, in order to draw insights into customers’ experiences along with the...

Helping The Direct Selling Association (DSA) Members Transform Digitally for Long-Term Growth The Direct Selling Association (DSA) has selected Gold Research Inc, a leading customer journey and member experience research firm, to help its global...

Improving the Patient Experience – Post COVID The COVID pandemic has frozen many industries, but one that urgently needs attention is the healthcare industry. With over 2 million infected people in the US there is a great deal of fear and...

Is Word-of-Mouth More Important than Advertising? Is Word-of-Mouth More Important than Advertising?  “Mad Men” popularized the glory days of advertising which dominated marketing 101 for decades.  In the world of customer advocacy, digital marketing...

Using Customer Insights to Focus Employee Improvement Efforts For over 30 years, the concept popularized by Harvard’s “Service-Profit-Chain” of “Delivering the Employee Experience leads to Delivering the Customer Experience” has been talked about...