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Jenny Belser

Jenny Belser

Customer Surveys: Feedback is a Two Way Street

As organizations focus on "voice of the customer" programs, you may notice that you are receiving more and more surveys.  You purchase something at...

Gaining Momentum with Moments of Truth

Identifying customers’ Moments of Truth is a great place to start to build a program for improving the customer experience.  But, it's just as important to...

Good Intentions, Bad Experience

Stayed at a hotel recently?  Each time I have I’ve noticed that the staff seem to be extra attentive, and my assumption is that...

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