Justin Schuster
What’s the “Ultimate Question” for your Voice of the Customer Program?
Andrew McGuiness from Forrester Research wrote a recent blog asking readers: “What have your experiences been like with NPS*? Is it really your ultimate...
Social Media Strategy: Change the Conversation
During this past season of AMC’s Mad Men, we often found the hero/anti-hero Don Draper embroiled in a battle for his personal and professional...
Is Your Customer Experience Breaking Down? Four Steps Will Fix It
Most companies will tell you that a great customer experience is essential to their business model. In fact, a recent survey conducted by MarketTools,...
Turning Customer Satisfaction into Bottom-Line Business Results
Every business has access to an important source of data that can power significant growth and open up new opportunities: its customers' feedback. And...