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 [...]

Social media is all the buzz in marketing circles. How do I monitor what customers and influencers are saying online? How do I engage with customers on Twitter? How do I best assess, analyze and manage the conversations that will impact my brand? I often get asked about how social media monitoring efforts relate to [...]