Lies, Damned Lies, and the Wrong Statistics

Measuring what matters to customers for positive outcomes – The end is Insight

Measuring customer satisfaction is often as unreliable and surprising as election or referendum polls. The downside of believing what people say they will do and what they do can have many politicians and business people going in entirely the wrong way politically and strategically. Many businesses look at customer satisfaction as a necessary evil and some cases don’t devote enough time and attention to it. But what are the consequences and statistically will it have an impact on your business.

Measuring customer satisfaction

Really understanding your customers’ needs and wants, the differences between them, and how they truly feel about your company are critical, non-negotiable elements in measuring what is important to them and their decisions to continue to do business with you. And if you don’t know the answer to that, then how long have you got?

Who is Gerry Brown

Gerry Brown is on a mission to save the world from bad customer service. He helps businesses save customers at risk of drowning in a sea of indifference and breathes life into their customer service operations and customer experience strategy. Gerry Brown is an expert at measuring customer satisfaction.



On the programme, Gerry Brown explains: 

  • Differentiating between Needs and Wants and their relevance to your business
  • The role and importance of emotion in customer feedback
  • How to determine the efficacy of Voice of the Customer (VOC) metrics in customer and employee experience terms
  • What different metrics can and/or can’t tell you
  • Design principles for a successful feedback and insight ecosystem
  • A review of the latest CX management tools,

You will understand:

  • The Four Principles of Customer Experiences to develop new thinking and strategy that can significantly improve insight and action
  • How to Implement the four steps of successful VOC programs: Engage – Connect – Listen – Act-
  • How to understand the relationship between customer actions, attitudes, responses, and the value created
  • How by ‘humanizing’ data and using plain language, you can inform staffing education, technology investments, new product introductions and in turn significantly enhance organizational engagement.

Featured Programme:

Making Word of Mouth Really Work BCL229

with Graham Wilson

Word of Mouth Marketing is seen as the most powerful way to grow a business, over 80% of all Word of Mouth conversations happen in the real world, between people. We all love stories. Yet most people think it just happens, in fact, there is a method and process to effective WOM.

Find out Making Word of Mouth Really Work BCL229 with Graham Wilson

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