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Category Archives: Customer Satisfaction
Make 2013 the year of the customer
Editor’s note: Joe Langner is executive vice president, midmarket solutions, at Sage North America, an Irvine, Calif., business management software and services firm. The year 2012 was a whirlwind of influences on the business landscape – some of them good … Continue reading
Are you putting your rock star customers to work?
Editor’s note: Bill Lee is CEO of educational organization Customer Reference Forum and author of The Hidden Wealth of Customers: Realizing the Untapped Value of Your Most Important Asset. Increasingly, companies are figuring out that they have access to a … Continue reading
Customer satisfaction research: why it’s everywhere and nowhere
Editor’s note: Terry Vavra and Doug Pruden are partners at research firm Customer Experience Partners. Vavra is based in Allendale, N.J. Pruden is based in Darien, Conn. We participated in the early development of customer satisfaction measurement. In the late … Continue reading
A good story: what Subaru does right
Editor’s note: Terry Vavra and Doug Pruden are partners at research firm Customer Experience Partners. Vavra is based in Allendale, N.J. Pruden is based in Darien, Conn. Some people are fans of Net Promoter Score (NPS) and some aren’t. But … Continue reading
More satisfying satisfaction surveys – for all
Editor’s note: Megan McManaman content marketing manager at Chadwick Martin Bailey, a Boston research firm. This is an edited version of a post that originally appeared here under the title “Avoiding customer satisfaction survey overload.” The recent New York Times article … Continue reading