Jul 13, 2017
What if a company wants to adopt the Net Promoter System, but lacks the resources and time to fully implement each aspect of the framework? Is something better than nothing?
In this episode, Rob Markey welcomes back Maurice FitzGerald, the retired vice president of customer experience at HP Software and author of Net...
Jun 29, 2017
Telecom executives are under pressure from their customers, shareholders and other stakeholders to become more digital, to exploit the new technologies and opportunities that will enable them to deliver more services and operate more efﬁciently.
Some companies approach their digital transformation as a series of boxes...
Jun 8, 2017
In the old days, shop owners were on a first-name basis with their customers. Of course, the owners cultivated these relationships within their communities for years, allowing for the intimacy that so many companies aspire to today.
It's tough to achieve—top leaders often drift further away from the front lines as a...
May 18, 2017
If you're an angry customer, the last thing you want is another generic offer from the company that has raised your ire. These missteps can irreparably damage a relationship.
But companies that know how to collect, analyze and act on customer data will learn to avoid these situations, says my colleague Tom Springer,...
Apr 27, 2017
Employees who are sincerely happy almost always provide a better customer experience. But what can companies do to make a meaningful difference in how employees feel about their work?