Airlines are the poster child for how NOT to create customer loyalty. My recent experience with British Airways shows just how much work this industry has to do. Here’s a recap of the points of failure in addressing customer experience issues. I share this not as a bash on BA (even though it is deserved), [...]

As I prepared for my presentation at our recent Satmetrix Net Promoter Conference in Miami earlier this month, I realized I had neglected my own social media channels. So, I’m coming back to share my thoughts about how organizations can improve their customer experience, increase loyalty, and drive growth. In my presentation I discussed how [...]

We often get asked about best practices in B2B Net Promoter programs and this recent discussion on the Net Promoter Score Linked In community prompted me to share some of these thoughts. Getting customer feedback in B2B relationships is quite different than in B2C, every voice is not equal when it comes to purchase decisions. [...]

In our recent webinar with Forrester Research and Symantec, there were a number of questions we often receive from individuals learning more about how to deliver successful customer experience/Net Promoter® programs. In the next few blog posts, I will provide my thoughts to these questions and encourage our readers to share their experiences as well. [...]