March 28, 2018 #52 – Economics of loyalty, non-relationship between employee and customer satisfaction, AI for airline customer feedback, more Maurice FitzGerald / Newsletter / ACSI, Airlines, CSAT, Customer Experience, CX, employee satisfaction, Glassdoor, strategy /
March 21, 2018 Yet more reflections on why corporate cost benchmarking is often evil and destructive Maurice FitzGerald / Blog, Cost, Strategy / Benchmarking, Cost, cost cutting, Customer Experience, strategy /
March 14, 2018 Employees love these companies, and customers hate them… and vice-versa Maurice FitzGerald / Blog / ACSI, CSAT, customer culture, Customer Experience, employee satisfaction, Glassdoor /
March 13, 2018 The large US businesses with the best and worst customer and employee satisfaction Maurice FitzGerald / Blog / ACSI, CSAT, customer culture, Customer Experience, Customers, CX, strategy /
March 8, 2018 Short update on last year’s research: There is almost no relationship between employee and customer satisfaction Maurice FitzGerald / Blog / ACSI, customer culture, Customer Experience, Customers, CX, Glassdoor, strategy /
March 7, 2018 New data: Does employee satisfaction drive customer satisfaction? Not really! Maurice FitzGerald / Blog, Strategy / ACSI, customer culture, Customer Experience, CX, employee satisfaction, Glassdoor, strategy /
February 27, 2018 #50 – Program management Speed Dating, Airline complaints and satisfaction, Top 30 CX books, more Maurice FitzGerald / Newsletter / ACSI, Airlines, Customer Experience, employee satisfaction, program management, Speed dating, Top 30 CX books /
February 26, 2018 Sometimes the best process is no process at all Maurice FitzGerald / Blog, Cost, Cost reduction / Cost, cost cutting, customer culture, Lean Six Sigma, process improvement, travel approval /
