Customer Bliss

APRIL 11, 2017

While at Intuit, Brian won CEO Leadership Awards in 2007 and 2009, as well as Scott Cook Innovation Awards in 2006 and 2008. The first thing Brian looked at was pre-existing data on what seemed to matter to customers in the wireless industry. He has an MBA from Purdue University. The Origins Of Net Promoter Score.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

Beyond Philosophy

SEPTEMBER 13, 2016

Up until electronic interaction – the Internet and wireless devices for accessing the web on a mobile basis – changed the character of communication and engagement forever, companies frequently deluded themselves that they were in control of the awareness and influence processes. Seek to leverage and influence, not control.

Social Media 60

Social Media Multi-Channel B2C B2B 60

Qualtrics

JULY 15, 2019

In order to meet the customers at every touchpoint, Dash buttons are available on the web, in-app, using voice activation through Alexa, as well as for purchase. Zappos, former online shoe merchant, and current online apparel provider was purchased by Amazon in 2009 for $1.2

Customer Experience 37

Customer Experience Self Service Social Media Apparel 37