by Joel Vaslow | Jul 26, 2017 | Research Methodology
Net Promoter is not the only survey question you need to ask to grow your business because more than one question is required to understand human behavior. Several of our clients use NPS as the primary outcome metric for their ongoing customer feedback programs. These...
by Marketing | Jul 25, 2017 | Customer Experience Management, Research Methodology
Top business leaders spend five hours a week dedicated to deliberate learning. Reading is so much more than just keeping abreast of the latest news, or learning a new skill. Reading is a really good way to exercise your brain. There are numerous studies that report...
by Marketing | Jul 20, 2017 | Customer Experience Management, Research Methodology
With Lance Brown, Vice President of Customer Service Solutions, Smart Energy Water (SEW) Utilities across the globe are transitioning, shifting their role from passive commodity providers to customer-centric service providers. Customer expectations for real time...
by Joel Vaslow | Jul 19, 2017 | Customer Experience Management, Employee Experience
Too often, the ideal customer experience is a myth that exists only in the mind of your customer experience leader or Chief Marketing Officer. The problem is, it’s your employees who need to deliver it. How many of your employees could provide a reasonably articulate...
by Marketing | Jul 18, 2017 | Customer Experience Management
Millennials are going to force utilities and virtually every business into understanding their needs because they grew up in the digital era. Millennials know it is possible and expect the message to be honest and forthcoming along with tailored to their needs. Read...