The power of a phone call

I’m impressed! I got a call from the Hyatt Harborside Boston (photo is the view of the Boston skyline from this hotel) after I filled out a feedback survey about a recent visit. It’s quite rare for a customer to hear back from a company after they complete a survey....

The “voice” that must be heeded

I’ve taken a fair number of surveys in my life but despite taking time to offer my opinions about how a company is performing, only about 1% of those companies has ever shared how that information was used. Here’s how you can stand out from the competition and get...

What an accounting firm can teach you about CX metrics

Recently I heard Aimee Lucas of Crowe Horwath (public accountants:  http://www.crowehorwath.com/) speak about the right kinds of metrics and measures they use to measure their operations and the customer experience (including voice of the customer).   I really liked...

The next revolution: innovation and markets

As I was thinking about what to write this week, I came across a terrific article and it makes some great points I want to highlight (literally) and share with you. You can read my highlights below or skip to the bottom of this post to get the link to the full article...