Chris Malone

A New Way to Measure Customer Experience and Its Financial Impact

While gathering customer experience data is relatively easy, improving performance and impacting financial results is often much harder. Unfortunately, traditional approaches to Customer...

It’s Time to Get Personal with Your Customers Again

Our smartphones and email in-boxes are stuffed these days with automated emails and phone calls that request customer feedback in the most sterile and...

Philly Pizza Shop Goes Viral by Paying it Forward

Mason Wartman set out to be a pizza-shop owner, not a philanthropist. But one customer’s spontaneous act of generosity inspired a change in the...

WestJet Airlines Creates a Caribbean Christmas Miracle

The recent holidays were very good for the people of Nuevo Renacer in the Dominican Republic, thanks to Canadian air carrier WestJet. The tiny...

How American Standard is Making a Difference, One Flush at a Time

In May 2014, when American Standard announced the results of its year-old “Flush for Good” initiative, CEO Jay Gould went out of his way...

Putting Customers and Employees First in Auto Repair

Image Credit: Meineke Shop 745 Twenty years ago, a retired New York City train dispatcher named Eddie Teen used his life savings to purchase a...

Loyalty Lessons From a Supermarket Showdown

When the board of the Massachusetts-based Market Basket supermarkets fired its longtime CEO in June, they had no idea they were about to write...

Agency Thrives With Four Step Relationship-Building Process

At Dallas-based More Cabbage, a social PR, branding and web-design firm, they utilize a four-step process to build trust-based business relationships. “We have to...

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