Have customer satisfaction scores become useless?

Exceptional customer experiences are what drive word of mouth marketing.  As marketers we often strive to improve customer advocacy by using customer satisfaction surveys to collect feedback about our service interactions. Sadly, the method is easily manipulated and instead of soliciting sincere feedback, many teams are gaming the system to collect high scores. This is exactly

Oh Baby, Talk CRM to Me…

During CRM Evolution I had the chance to sit down with Butch Stearns and talk about CRM’s role in modern customer experiences. In the video I explain: The four reasons every business needs a community Why data integration sits at the intersection of technology and business How back & front office collaboration is a business