Customer Satisfaction

Compound interest — the interest calculated on both the principal and accrued interest — is one of the great wonders of the world. Albert Einstein called it “one of the strongest forces in the universe,” and Baron…

How are you listening to the Voice Of your Customer? A survey finds that 52% of organizations use 3 to 4 methods to gather VOC data and 22% as many as 7 methods! Only 5% rely on one source of VOC.

The most…

Sometimes it feels as though buildings are being designed without consideration of those that will occupy them. Thought always needs to be given to how the environment will be used. For example while visiting a…

I have personally seen organizations that have used initiatives to drive service excellence and have created for example 98% customer satisfaction as a result. In each case it has been about creating a systematic…

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