Jean Belanger

Moving beyond the Net Promoter Score

I read Khadeeja Safdar and Inti Pacheco’s recent story for The Wall Street Journal with great interest. “The Dubious Management Fad Sweeping Corporate America”...

Getting organizational buy-in for CX

We live in the 'age of the customer'. A time when your customers use whatever channel that suits them to interact with your brand....

Are Your Customers Coming Back for More?

“Would you recommend us to a friend?” The familiar Net Promoter Score (NPS). Most people are now very familiar with NPS, especially in...

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