Most companies track customer experience metrics to gain deeper insights into the people who buy their goods and services. But knowing that everyone loves your new product even though they…
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As I write this we are celebrating 13 years since I started the business. This milestone causes me to reflect on where we have come from and where we are…
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I thought SATOV was the best place I could have worked at in my first role after school. It’s hard to match the breadth of experience across industries and business…
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Nothing puts fear into the heart of a sales person, or a CEO for that matter, than the thought of changing prices. Input costs tend to rise over time, strategies…
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Earlier this year I wrote an article for the Globe outlining the top reasons for companies to have a Chief Customer Officer. Without repeating all the details, the basic premise…
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We have all heard about the guy who went to the Nordstorm store to return a set of tires and was allowed to do so even though he bought it…
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Basically every time I interact with a customer I think about all of the principals of customer research we used at SATOV. I treat every customer interaction both as an…
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If you were in business school with me in the 90's you would have believed (many did) that PeaPod and others like it were going to revolutionize the grocery experience.…
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Tesla has created a fantastic piece of innovation, but my recent encounter with the car maker proves that its customer experience needs recharging. Here’s a view of the mistakes it…
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After a lovely Passover Seder at my Mom’s house, my wife and I decided to send some flowers to thank her and otherwise brighten her day. I volunteered to handle…
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