Article by Ken Bernhardt, Professor of Marketing at Georgia State University’s J. Mack Robinson School of Business Link to article: http://robinson.gsu.edu/news/bernhardt/index.html “Taking the Pulse of Your Customers” by Ken Bernhardt Taylor E. Little Jr. Professor of Marketing and Special Assistant to the Dean Robinson College of Business, Georgia State University Atlanta Business Chronicle – June [...]
http://experiencematters.wordpress.com/2010/05/24/survey-shows-strong-customer-experience-ambitions/ Interesting initial window into the customer experience assessments companies give themselves. One quick observation was the possible disconnect between leadership roles owning this process versus roadblocks to implementation. If you’re a senior manager with responsibility for CE, and yet you can’t make it the organization’s priority, what does that say?
Here’s a germane article on this timely topic. Of particular interest to me was the statistic: “…a Gartner study revealing that while 95 percent of firms survey customers to get feedback, a paltry 10 percent do anything with that feedback” We see this phenomenon a great deal both in our Reverse Logistics and our Customer [...]