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…
Month: February 2014
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…