Voice of the Customer

Assessing the Voice of the Customer – Interview with Gautam Mahtani

Today on the blog, I feature the first part of an interview with Gautam Mahtani, Loyalty Strategist and Co-founder of Customer Feedback Systems…. Joseph: Welcome to the Michelli Experience Blog. I’m honored to have as a guest with me Gautam Mahtani who has mastery as it relates to assessing the voice of the customer. Increasingly…

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Customer Connections by the Facts Not by Total Nonsense

While researching the book I just completed about elevating the “patient experience” in healthcare, I encountered a powerful quote about the “lemming mentality” of business leadership. In their book entitled “Hard Facts, Dangerous Half-Truths and Total Nonsense,” Jeffrey Pfeffer and Robert Sutton note, “Business decisions, as many of our colleagues in business and your own…

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FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article