Lies, Damn Lies, & Customer Loyalty Surveys

When it comes to the customer loyalty, many companies are more obsessed with measuring it than improving it.

Getting the best ROI for customer loyalty surveys is a matter of creating a culture that’s performance-inspired rather than score-centric. Scott M. Broetzmann considers these and other issues in the Spring issue of Modern DC Business Magazine.

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Scott Broetzmann

President & CEO, CoFounder at Customer Care Measurement & Consulting

Scott Broetzmann has over thirty years’ experience in advising companies on how to invest limited customer experience dollars wisely to ensure happy customers and investment return.