Funda Whitaker

“Are My Scores Good?” Well, Compared to What?

Once Upon a Time… It’s the 2nd business day of the month. The Digital Channel Manager just received the monthly scorecard, and she can’t wait to open it and see what her OSAT score is this month! “Oh, yes!” she exclaimed. It was a 72%!!! This was great...

Launching a Successful Mission Towards CX Greatness

I was in Las Vegas last month. It was a great time! Nope, not gambling and running around in “pleasure”, but attending a conference, CXFusion. This conference brings many CX professionals together to talk about their best practices in CX and hear from ...

What Drives Loyalty Really? Do You Want a Car with Four Wheels or Good...

Everybody who conducts surveys and collects customer feedback with the objective of measuring or improving Loyalty or Customer Satisfaction will at least consider “identifying drivers”, if not executing a method to do so. There are many ways to identif...

Are Your Customers Frustrated or Disgusted? Why You Should Care

A typical Saturday morning starts with our routine. Get up early, get out of the house shortly after 8, and grab a quick breakfast...

Is Customer Experience Exempt from “One Size Does Not Fit All?” Not Really!

I’ve written about this experience before, and amazingly, my experience hasn’t improved in the past couple years. It’s the coffeehouse slow and inefficient service that I’m talking about. On Saturday mornings, I frequently go with my son to grab a quic...

Why the CX and Branding Departments Should Be Sharing Notes

A few months ago at a sales training I was giving, I talked about our offering of “Brand Defector Research” and its use cases...

That’s Some Backward Research!… Or Is It?

A few years after graduating with my masters in marketing research, I returned to the University of Texas at Arlington to attend their semi-annual...

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