What we find is there are a lot of buzz words Big Data, Net Promoter Score, Chief Customer Officer or Voice of Customer. A lot of those are used as simplistic code words when in fact the entire process is much, much more complicated than that. For instance, in most organizations Voice of Customer is Read More …
Kaiser Fung, author of a new book, Numbersense a previous book, Numbers Rule Your World: The Hidden Influence of Probabilities and Statistics on Everything You Do and the popular blog, Junk Charts was my guest on two recent podcast. Kaiser is a professional statistician with over a decade of experience applying statistical methods to marketing Read More …
I asked John Goodman, next week’s Business 901 Podcast guest, author of the fantastic book Strategic Customer Service, fellow presenter at ASQ Service Quality Conference in Las Vegas and last but not least Vice Chairman of Customer Care Measurement and Consulting (http://www.customercaremc.com/), the question: “Your presentation ASQ is titled, “Beyond the Buzz Words”. Can you Read More …
Successful companies are now viewing their marketing as a method for getting the message in from the marketplace versus pounding the message out. It is this inbound marketing stuff we have been talking about the last few years. The new methodologies of User Experience, Service Design, Design Thinking and the Lean StartupTM are all about Read More …
This ASQ 2013 Service Conference provides how-to’s, step-by-step advice, and the latest in service delivery methods and networking opportunities. Speakers will engage you on topics to help organizations improve customer service, reduce costs, and build both customer loyalty and satisfaction. Join us in Las Vegas for two days of networking and discovery. 22nd Annual Service Read More …
Steve Portigal. author of Interviewing Users: How to Uncover Compelling Insights, is the founder of Portigal Consulting. Steve was my guest on the Business901 podcast, Uncovering Compelling Insights. This is a transcription of the podcast. Steve was gracious enough to secure a discount code for the book, IUBUSINESS901 for 20% off, if purchased through Rosenfeld Read More …