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Month: February 2014

Customer-Centric Culture = Employee-Engaged Organization

Posted in Books, Brand, Culture, and Customer Experience

I recently heard Joseph Jaffe, author of Z.E.R.O.: Zero Paid Media as the New Marketing Model, speak at a conference and discuss the combined forces…

Promoter-Driven Economy and the Next Decade of Innovation in Customer Experience

Posted in Analytics, Customer Experience, Customer Insights, and Voice of the Custostomer

At Satmetrix’s 8th Annual Net Promoter Customer Experience Conference, Richard Owen, President and CEO of Satmetrix, gave the keynote: Friends with Benefits or Enemies with…

Avoid Survey Fatigue with more Effective Ways to Listen to Our Customer

Posted in Analytics, Brand, Customer Experience, Customer Insights, and Voice of the Custostomer

People are tired of surveys! I’m tired of surveys. We are over-solicited with surveys – in store, bottom-of-receipts; online; via pop-ups or post-purchase emails; and,…

Four Factors of Net Promoter Score for Success in the New Subscription Economy

Posted in Analytics, Culture, Customer Experience, Customer Insights, UX and Analytics, and Voice of the Custostomer

Richard Owen, President and CEO of Satmetrix, had a lot to say at the Satmetrix’s 8th Annual Net Promoter Customer Experience Conference. At his keynote:…

Customer Experience and the Three Types of Net Promoter Adopters

Posted in Analytics, Customer Experience, Customer Insights, Experience Design, Service Design, UX and Analytics, and Voice of the Custostomer

I was at the recent Satmetrix’s 8th Annual Net Promoter Customer Experience Conference where Richard Owen, President and CEO of Satmetrix, gave the keynote: Friends…

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