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The Importance of Integrating the Customer Experience across the Journey 16 Feb 2011 | 07:58 pm
Airlines are the poster child for how NOT to create customer loyalty. My recent experience with British Airways shows just how much work this industry has to do. Here’s a recap of the points of failur...
The Importance of Integrating the Customer Experience across the Journey 16 Feb 2011 | 02:58 pm
Airlines are the poster child for how NOT to create customer loyalty. My recent experience with British Airways shows just how much work this industry has to do. Here’s a recap of the points of failur...
Integrating Social Media into your Net Promoter Program 15 Feb 2011 | 11:55 am
As I prepared for my presentation at our recent Satmetrix Net Promoter Conference in Miami earlier this month, I realized I had neglected my own social media channels. So, I’m coming back to share my ...
Integrating Social Media into your Net Promoter Program 15 Feb 2011 | 06:55 am
As I prepared for my presentation at our recent Satmetrix Net Promoter Conference in Miami earlier this month, I realized I had neglected my own social media channels. So, I’m coming back to share my ...
The Path To Voice of the Customer Maturity 19 Oct 2010 | 07:35 am
I recently had the opportunity to participate with Bruce Temkin of Temkin Group and Lara Wise of tw telecom in a webinar on using customer feedback to fuel business growth. The key takeaway of the ses...
The Path To Voice of the Customer Maturity 19 Oct 2010 | 03:35 am
I recently had the opportunity to participate with Bruce Temkin of Temkin Group and Lara Wise of tw telecom in a webinar on using customer feedback to fuel business growth. The key takeaway of the ses...
Key Learnings from the Field: Customer Insight and Action Programs 27 Sep 2010 | 05:26 pm
If you have ever read my blog you know I am a big Promoter of Bruce Temkin and I’m excited to have him join us in our upcoming webinar on September 30th titled Using Customer Feedback to Fuel Business...
Key Learnings from the Field: Customer Insight and Action Programs 27 Sep 2010 | 01:26 pm
If you have ever read my blog you know I am a big Promoter of Bruce Temkin and I’m excited to have him join us in our upcoming webinar on September 30th titled Using Customer Feedback to Fuel Business...
Symantec’s Customer Champion Uses Customer Feedback to Drive Business Results 22 Sep 2010 | 08:51 am
We are so pleased to congratulate Desirree Madison-Biggs, Director, Customer Insight & Measurement at Symantec for being recognized by 1to1 Media as a 2010 Customer Champion. I can’t say I am surprise...
Symantec’s Customer Champion Uses Customer Feedback to Drive Business Results 22 Sep 2010 | 04:51 am
We are so pleased to congratulate Desirree Madison-Biggs, Director, Customer Insight & Measurement at Symantec for being recognized by 1to1 Media as a 2010 Customer Champion. I can’t say I am surprise...
