Chris Malone
Chris Malone
Chris Malone is Founder and Managing Partner of Fidelum Partners, which is based outside Philadelphia in Newtown Square, PA.
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...