In this first installment in the Results Oriented Customer Listening Series, I’ll introduce the key elements of Best-in-Class Voice of the Customer (VOC) Programs. We’ll discuss five levels of organizational maturity around VOC measurement. In the Game Solid Foundation Causal Prediction Action Orientation Best-in-Class While your organization may have some elements that we’ll discuss as [...]
Over the weekend, we took an evening to relax by renting a movie. I’ve been a big fan of Amazon Video on Demand for the past several months and, like many nowadays, rarely leave the house to rent a movie anymore. Building up goodwill through positive experiences Throughout all of my experiences with Amazon, I’ve [...]
Brian Backer is an experienced consultant in Customer Experience measurement, insights, and management. As a Director at CFI Group, Brian and his team consult blue chip organizations in optimizing customer satisfaction and loyalty, utilizing customer metrics to drive process improvements that deliver positive ROI.