Beyond Philosophy

DECEMBER 20, 2016

For example, service managers and representatives, salespeople, and other employees are often out of sync with customers in terms of perceived value of services, products, and features. One way to uncover just how misaligned employees are with customers is to ‘mirror’ customer surveys.

Customer Loyalty 60

Customer Loyalty Customer Survey Customer Experience 60

Beyond Philosophy

APRIL 3, 2016

After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. Michael Lowenstein, Ph.D.,

Customer Satisfaction 92

Customer Satisfaction B2C B2B Pharmaceutical 92

Beyond Philosophy

APRIL 3, 2016

After recently reviewing the Forbes customer value/customer loyalty interview of TD Bank’s CMO, Vinoo Vijay, one of his areas of emphasis (in addition to frequent customer surveys and generating insights from employees) was the resolution of problems. Michael Lowenstein, Ph.D.,

Customer Satisfaction 92

Customer Satisfaction B2C B2B Pharmaceutical 92

Customer Bliss

JULY 13, 2016

Shifting from a customer evaluation to a customer learning focus requires new tools, new methods and above all, new mindsets, especially from leaders with a clip board and stop watch mentality. Customer feedback is about evaluation; customer learning is about problem solving. Click To Tweet.

Customer Feedback 67

Customer Feedback Innovation Customer Survey Customer Service 67

CX Journey

DECEMBER 11, 2014

For B2B companies, it’s easy to breeze through the chore of sending a customer survey: design the questionnaire, hit send, sit back, wait for responses to roll in, and simply focus on the overall target: Likelihood to Recommend or Overall Satisfaction. 1) Survey “Representativeness:” Who are we talking to?

B2B 62

B2B VOC Start-ups Sports 62

Comm100

MAY 21, 2019

ICMI Expo 2019 took place from the 13 th -16 th May at the rather glamorous Diplomat Resort, Hollywood Beach, Florida. Andrew Gilliam – Ho hum No More: Re-imagining Customer Surveys to Drive Results. My time at the Expo was a breath of fresh air in more ways than simply letting me escape the heat outside.

NPS 58

NPS Contact Center CX Outlook 58