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    Ep. 11: Converting feedback into economic value

    Ep. 11: Converting feedback into economic value

    FromCustomer Confidential: Untold Stories of Earned Growth

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    Ep. 11: Converting feedback into economic value

    FromCustomer Confidential: Untold Stories of Earned Growth

    ratings:
    Length:
    45 minutes
    Released:
    May 29, 2014
    Format:
    Podcast episode

    Description

    Rob Markey checks back in with Herman Miller's Michael Ramirez and Pam Carpenter about how a small pilot had a big effect (5:06), the challenge of rallying employees to address a single complaint (6:30) and identifying the ROI of doing so (11:30), why middle-management needs those numbers (18:24) and how the economics vary by customer segment (36:00).
    Released:
    May 29, 2014
    Format:
    Podcast episode

    Titles in the series (100)

    The Customer Confidential Podcast unlocks a world of unparalleled customer and employee loyalty insights. Host Rob Markey, a Net Promoter System pioneer, uses his deep expertise and empathetic approach to challenge conventional wisdom, peel back layers of typical advice, and expose the real stories of industry transformation. Take a deep dive into discussions on CX, customer journey, customer insights, Net Promoter Score, and more. Every episode is a master class in loyalty. Guests include CMOs, CXOs, and heroes of customer-centric transformation, along with thought leaders who inspire them. Exploring organizational structures, operating models, goals, and metrics, Rob and his guests from companies such as Vanguard, American Express, and more bring to light practical marketing, product, customer experience, and technology strategies for earning customer-focused growth. This podcast is your source for untold stories of customer and employee loyalty. Challenging, insightful, and instructive—all in one place. Earned growth starts here.