Dan Blacharski

When “Extremely Satisfied” Isn’t Good Enough

Marketers go to great lengths to create customer satisfaction surveys, in which they rank customer satisfaction on a linear scale from “dissatisfied” to “extremely satisfied,” but this scale has become overused and lacks a critical dimension that can’t be measured so easily. According to...

The Symphony of Customer Experience

The customer experience journey that companies must take to accommodate today’s more digitally-aware and engaged customers now goes beyond the traditional approach of satisfaction surveys, call center guidelines, and social media presence. Media-savvy customers with an extended digital reach and a need for immediate...

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