Category Archives: Uncategorized

The Untapped Value of Employee Engagement (Infographic)

Great insights from Bruce and his team reinforces that employee empowerment and engagement starts at the top. Customer Experience Matters® We created this infographic called “The Untapped Value of Employee Engagement” with some of our employee engagement research. If you like the … Continue reading

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DirecTV Customer for Life? Not so much.

I’ve been a DirecTV customer since 1997. I recently decided it was time to upgrade to high-definition. I called DirecTV who suggested I upgrade my Internet access with AT&T’s Uverse at the same time I was upgrading to high-def television. … Continue reading

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Bank of America Gives Loan Modifications to People Who Won’t Complain About them on Facebook

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2011 in review

The WordPress.com stats helper monkeys prepared a 2011 annual report for this blog. Here’s an excerpt: The concert hall at the Syndey Opera House holds 2,700 people. This blog was viewed about 9,000 times in 2011. If it were a … Continue reading

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How Consumer Behavior Has Changed

Interesting white paper from Accenture entitled, “The Road to Recovery: A Report on Consumer Behavior in the New Economy” (http://bit.ly/qr1sES). The white paper begins by asserting that consumer behavior typically returns to normal soon after recessions end.  However, in extreme … Continue reading

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2010 in review

The stats helper monkeys at WordPress.com mulled over how this blog did in 2010, and here’s a high level summary of its overall blog health: The Blog-Health-o-Meter™ reads This blog is doing awesome!. Crunchy numbers A helper monkey made this … Continue reading

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Patient Insights and Hospitals

I just read an interesting post from Nancy Porte of Vovici entitled, “Taking the Temperature of Patient Satisfaction” (http://bit.ly/aszUpX). After reading Nancy’s post, researching and interviewing with the Institute for Healthcare Improvement, taking my wife to the E.R. with anaphylaxis … Continue reading

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