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"Survey" | Customers, Etc.
A survey—ahem—of posts I've written about surveys.
Aug 10, 2023
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Ben McCormack
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"Survey" | Customers, Etc.
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Brand, NPS Surveys | Customers, Etc.
AirPods are more successful than most tech companies, and other musings.
Sep 30, 2021
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Ben McCormack
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Brand, NPS Surveys | Customers, Etc.
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Hopeful Customer Service
Measuring the quality of individual agents is important, but where should we focus when it comes to quality? I don’t know about you, but last week’s…
Oct 15, 2020
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Ben McCormack
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Hopeful Customer Service
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Information Flow | Customers, Etc.
Highlighting the positive reinforcing feedback loops of customer experience teams.
Jun 10, 2021
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Ben McCormack
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Information Flow | Customers, Etc.
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Measuring Customer Experience
This week we take a look at how measuring customer experience becomes part of the experience itself and why it’s important to be clear on your CX…
May 28, 2020
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Ben McCormack
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Measuring Customer Experience
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WeWork Customer Experience | Customers, Etc.
A few observations on customer experience at my local WeWork.
Mar 30, 2023
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Ben McCormack
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WeWork Customer Experience | Customers, Etc.
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Hard-to-measure Quality | Customers, Etc.
How to approach quality for things that are difficult to measure
Jun 24, 2021
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Ben McCormack
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Hard-to-measure Quality | Customers, Etc.
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2023 | Customers, Etc.
Retreats, sabbatical, systems thinking, customers, and more!
Dec 21, 2023
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Ben McCormack
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2023 | Customers, Etc.
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Being Heard
Programming note: I’ll be taking a break from the newsletter for two weeks, back in your inbox on January 7. Happy Holidays, Merry Christmas, and Happy…
Dec 17, 2020
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Ben McCormack
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Being Heard
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Virtue | Customers, Etc.
Searching beyond ethical frameworks.
Nov 17, 2022
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Ben McCormack
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Virtue | Customers, Etc.
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"Quick Update" & The Value of Boring CX
I’ve been sending a lot of emails lately that looks like this: Quick update on the issue you reported last week: our engineers found the root cause and…
Nov 12, 2020
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Ben McCormack
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"Quick Update" & The Value of Boring CX
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Communication Forces Clarity
Let’s dive into how the process of trying to write to customers can force clarity. Like what you read? Let me know. This feels great: “Ben explained the…
Jul 2, 2020
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Ben McCormack
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Communication Forces Clarity
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