The Impact of Digital It is all about the Content! By Kevin Novak September 4, 2014 2 min read I have been talking about content for a long time now and it really is the core building block of what makes the Internet work. When we think about content it has a very broad definition in the digital world. It is everything, the stuff you read, the video you watch, the images you ponder, the apps you use, the information…
The Impact of Digital Active Listening By Kevin Novak August 25, 2014 9 min read This post is going to cover a few different topics today all tied together by a common thread. Net Promoter, Active Listening, Customer and Member Experience and Multi-Channel Environments. These are the cornerstones of building a company or organization that is truly customer/member centric. I know these terms get thrown around a lot, with many claiming they are all these things. Let me just say…
The Impact of Digital Net Promoter and ACSI By Kevin Novak August 1, 2014 4 min read Today, I want to introduce you to two programs, one that I believe is essential to any business trying to understand the loyalty and satisfaction of their customers or members, and one that is a great barometer for the state of customer satisfaction in the US across industries. Net Promoter NPS stands for Net Promoter Score, a metric that serves as the standard…