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"Listening Labs" – Unpacking Core Drivers and Barriers

by David Brock on December 14th, 2007
I’m a terrific fan of Fred Reicheld’s book, The Ultimate Question, and the Net Promoter approach. Paul Marsden of Satmetrix just put a terrific post in his blog on these topics on using Listening Labs to understand the customer experience and understand core drivers underlying why customers buy (or don’t buy). It’s a great post and I consider it must reading for anyone seeking to enhance the value of their offerings to their current and potential customers.

From → Performance

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