Archive for August, 2011

10 “Voice of the Customer” quotes: One-liners that every executive will love

By Steve Bernstein - Last updated: Thursday, August 4, 2011

Do you love these as much as I do?  Any votes for which of these you like best? Or, better still, please share some of your own “nuggets”…! 1. Whoever understands the customer best wins. – Mike Gospe 2. Are you using information for evidence-based decision making, or for decision-based evidence making? – Joey Fitts […]

Top 3 Reasons Why Customer Satisfaction Surveys Hurt More than They Help…and How to Fix Them

By Steve Bernstein - Last updated: Tuesday, August 2, 2011

We’ve all seen those customer satisfaction surveys in one form or another. “Bank X has a 96% Customer Satisfaction rating!” “Please rate your satisfaction with your most recent experience…” Companies spend millions of dollars on those every year. Are they getting their money’s worth? Certainly not. Here’s why…