Customer-Centric Culture = Employee-Engaged Organization

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 of accelerated technology disruption, consumer changes, and innovation evolution affect on the marketing world today. Jaffe warned that if the advertising industry does not adapt, it will result in financial … Read more

Promoter-Driven Economy and the Next Decade of Innovation in Customer Experience

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 Consequences: The promoter-driven economy and the next decade of innovation in customer experience. In his presentation, Richard shared five predictions for the next decade of NPS and CX: Pricing transparency … Read more

Avoid Survey Fatigue with more Effective Ways to Listen to Our Customer

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, more and more, on our mobile devices. We are experiencing survey fatigue (yep, that is a real thing). Just because you can survey your customers doesn’t mean you should. Surveys … Read more

Four Factors of Net Promoter Score for Success in the New Subscription Economy

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: Friends with Benefits or Enemies with Consequences: The promoter-driven economy and the next decade of innovation in customer experience, Richard explained that Satmetrix sees four important factors to the future … Read more

Customer Experience and the Three Types of Net Promoter Adopters

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 with Benefits or Enemies with Consequences: The promoter-driven economy and the next decade of innovation in customer experience. In his presentation, Richard explained that Satmetrix sees three types of NPS … Read more