In looking back over all the articles we wrote this past year, we’ve picked a few of our best efforts to highlight for you. Most of these articles were only available for download to our paying Customers.com Strategies and/or Technologies service subscribers. But, as our year end gift to all of you, we’ve removed them from our paywall for the next two weeks so all our readers can enjoy them. For those paying subscribers, we invite you to re-read (or read for the first time) the articles of which we are most proud and we think offer good insights as well as a good read. We hope you have time to download them, so you can peruse them at your leisure.

Have a happy, healthy, peaceful, and prosperous new year!

How To’s:

Identifying the RIGHT Customers for CABs
You want customers with insights and passion for the jobs that they do (not for your brand)
by Patty Seybold

There’s Gold in Them Customer Metrics!
Mine them well and reap the benefits of loyalty and increased business
by Ronni Marshak

Case Studies:

How to Use VOC to Create Fitness Fans for Life
Blair McHaney uses daily VOC to improve customer experience and front-line engagement at Gold’s Gyms
by Blair McHaney and Ronni Marshak

25 Years of Training Young Innovators
Your Next Hires? FIRST inspires young people to invent and innovate in team co-opetition
by Patty Seybold

Technology Reviews:

We’ll Get Back to You
Callback Technology Can Give Customers Back the Time They Spend Waiting to Talk to You
by Ronni Marshak

IBM Watson Engagement Advisor
Addressing Customer Support Using Cognitive Technology
by Mitch Kramer

How Good Is Apple Pay’s Ecosystem?
How Well Does Apple Pay’s Ecosystem Meet Consumers’ and Partners’ Critical Needs?
by Patty Seybold