Articles by William Bleuel, PhD
William Bleuel, PhD
This a translation from “quant” language to standard business English that offers insight to those who see “quants” as people who have a strange vocabulary.
John Goodman offers a view of how industry will look at customers in the future. Goodman shows us the new world of the Customer Experience.
This book should not be on the bookshelf, but on the desktop of every person responsible for customer service.
Too often, we take a direct complaint personally and engage in a battle with the customer a battle nobody wins.
The measurement trap represents a false belief that we can fully understand all aspects of our business strictly through measurement.
Target customer service programs for potential customers, new customers, loyal customers, and low-margin customers.