I recently had the opportunity to participate with Bruce Temkin of Temkin Group and Lara Wise of tw telecom in a webinar on using customer feedback to fuel business growth. The key takeaway of the session was that voice of the customer programs are not just about listening; the real value comes when organizations democratize [...]

If you have ever read my blog you know I am a big Promoter of Bruce Temkin and I’m excited to have him join us in our upcoming webinar on September 30th titled Using Customer Feedback to Fuel Business Growth. Bruce and I are of like mind and always have a fruitful conversation on what [...]

We are so pleased to congratulate Desirree Madison-Biggs, Director, Customer Insight & Measurement at Symantec for being recognized by 1to1 Media as a 2010 Customer Champion. I can’t say I am surprised at this award, as Des truly embraces customer experience, and has helped drive significant improvement across all parts of their business. Symantec leads [...]

I have been reviewing results from our Net Promoter 360 program assessment and benchmark. Dr. Laura Brooks recently presented aggregate results at our Net Promoter conference in London and Dr. Vince Nowinski presented at our conference in New York. My recent reviews have been looking at it from the specific client responses. It’s clear what [...]

In a prior post I discussed the impact that focusing on the customer has had on the Credit Union business and specifically highlighted San Francisco Credit Union’s ability to drive growth with little or no investment in advertising. I recently had the opportunity to collect more insights from Diana Dykstra, President and CEO of San [...]

In a recent post to the Net Promoter LinkedIn Community, the question was asked about whether companies today should have a chief customer officer. There was a time when I would have said absolutely yes, but my thinking has since evolved. The customer and customer experience are owned by many functions across the business. The [...]

I am preparing for our upcoming webinar on June 10th and thought I’d preview some of the topic areas. The webinar will highlight Megan Burns from Forrester Research, Desirree Madison-Biggs from Symantec and yours truly (who always has something to say ). The webinar will cover three key areas: Megan will set the stage with [...]