by Bob Walker | May 3, 2023 | Consumer psychology, Marketing and strategy, ROI
Consumer alienation can happen quickly. Does anyone remember New Coke? More often, it happens slowly, almost imperceptibly, because alienation is obscured by our broader human experience which is found in our collective consciousness. While consumers seek novelty and...
by Bob Walker | Sep 20, 2021 | Customer experience, Customer satisfaction, Marketing research, NPS, ROAS, ROI
In our age of automation and AI, marketers risk becoming detached from how their business practices, products, and services are perceived by their customers. Marketers have it all wrong by focusing solely on customer satisfaction or a willingness to recommend: these...
by Bob Walker | Aug 25, 2020 | Business strategy, Customer satisfaction, Marketing research, ROI
I have seen many CSAT programs change a company’s culture by quantifying problems and isolating their causes, thus boosting retention and profitability, and moving from reactive to proactive. Conversely, some companies don’t think that customer satisfaction (or...
