About Scott M. Broetzmann
Scott’s creed for creating an extraordinary customer experience is simple: invest in those actions that lie at the intersection of increased customer loyalty and a favorable return on investment.
Over the past 35 years, Scott has been empowering marketplace leaders from all industries to deliver a more profitable customer experience by helping them leverage good science.
As he sees it, good science isn’t about just keeping score or chasing a number. Good science consists in using the voice of the customer to compel those actions that yield the best ROI for improving the customer experience.
Having collaborated with more than 500 companies, worldwide, in nearly every sector, Scott has a well-rounded, results-focused, and practical perspective on how to make the leap from measuring to managing the customer experience.
A social scientist by training – in the disciplines of Social Psychology and Communication – Scott has a special affection for data, applied analytics, and the value of a fact-based approach to engineering a better customer experience. A pragmatic business analyst by vocation, he believes that the secret sauce for realizing customer experience profitability is motivating managers to translate the voice of the customer into a business case.
As Scott often remarks, “data doesn’t take action – people do.” Scott’s forte is helping companies translate voice of the customer survey data into effective, actionable business plans. An emerging thought leader, Scott’s work and perspectives are routinely featured in the national and international conversation about the customer experience.
You might read about his views in The Wall Street Journal, The New York Times, The Washington Post, USA Today, Business Week, Forbes, or Money. Or perhaps you might see his work referenced on CNN, MSNBC, or CBS News.
Strategic Customer Service, 2nd Edition, is a road map and compelling business case for making service a strategic competitive edge.
It is a wake-up call about how today’s customers, both consumers and businesses, have different and rapidly evolving service expectations based on their last best service transaction.
The book clearly outlines the causes for this phenomenon and identifies its remedies.