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rgmarkey

  1. RT @JADuffy: Another great experience at the @Apple Store. They understand the importance of the customer experience. And building loyalty. 11:39 AM Nov 25th from web
  2. RT @Feefo_Ed: Just read this great blog about why closed loop feedback matters http://bit.ly/55kBRy 8:24 AM Nov 25th from web
  3. Britain's IT standards org makes case for Net Promoter Scores as ISP industry standard metric. Blog post/video: http://bit.ly/53sfs7 5:11 AM Nov 25th from Seesmic
  4. Charles Schwab employees use closed-loop customer feedback to solve problems and learn how to improve. HBR: http://bit.ly/79trdF 4:47 AM Nov 25th from Seesmic
  5. The most common mistake with Net Promoter (and how to avoid it): http://bit.ly/8SYgj5 2:44 PM Nov 24th from Seesmic
  6. RT @cindyfsolomon: The Three "Ds" of Customer Experience - HBS Working Knowledge - http://shar.es/aK3c0 1:09 PM Nov 24th from web
  7. Simple, immediate, granular feedback helps front line employees improve the customer experience. HBR: http://bit.ly/79trdF 7:32 AM Nov 24th from Seesmic
  8. If you want to create a customer-centric culture, you must close the customer feedback loop. HBR article: http://bit.ly/79trdF 5:44 AM Nov 24th from Seesmic
  9. Closing the Customer Feedback Loop just published in Harvard Business Review! http://bit.ly/79trdF 10:03 AM Nov 23rd from Seesmic
  10. Just posted a couple of recent transactional customer experience surveys at http://drop.io/robmarkey. 2:38 PM Nov 13th from web
  11. In Hong Kong: Blown away by the great customer work being done by my Asian and Australian colleagues. 7:26 PM Oct 26th from UberTwitter
  12. About to begin NPS Loyalty Forum meeting, hosted by LEGO in Denmark. Almost everything here is made of LEGOs! http://www.npsloyaltyforum.com 2:39 AM Sep 16th from web
  13. At Marriott Residence Inn: Should I be disgusted finding bed bugs when I awoke? And how do I make sure they don't come home with me? 6:39 AM Sep 13th from web
  14. Chris Roberts of Engaged: "Many Net Promoter implementations will fail!" Why he thinks so: http://is.gd/30Qdv 7:13 PM Sep 7th from twhirl
  15. Heading home from Sydney. Will sleep well after meeting 75 execs in 15 sessions at 9 companies in 4 days with 1 arm in a sling. 8:57 PM Sep 3rd from web
  16. How do different companies collect and make use of customer feedback? Just posted Logitech and Dunkin Donuts: http://drop.io/robmarkey 12:13 PM Aug 28th from twhirl
  17. More customer feedback survey examples plus observations: http://drop.io/robmarkey. Today's additions: Logitech and Dunkin Donuts 3:48 AM Aug 28th from twhirl
  18. Preparing for next week's customer experience and closed loop feedback client mtgs in Sydney and Melbourne. First time to Australia! 6:59 PM Aug 25th from UberTwitter
  19. Sears sales guy gave a huge discount, created an awesome customer experience. Should he have done it? Blog: http://is.gd/2q8pr 6:31 AM Aug 20th from twhirl
  20. Creating a Promoter by "giving away the store"? Sales guy gives a huge discount. Is this a good idea? Blog: http://is.gd/2q8pr 6:29 AM Aug 20th from twhirl
  • Name Rob Markey
  • Location Boston
  • Web http://drop.io/ro...
  • Bio Helping drive profitable, sustainable organic growth through customer and employee loyalty. Bain Partner
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