Ep. 11: Converting feedback into economic value

from Customer Confidential: Untold Stories of Earned Growth

Rob Markey checks back in with Herman Miller's Michael Ramirez and Pam Carpenter about how a small pilot had a big effect (5:06), the challenge of rallying employees to address a single complaint (6:30) and identifying the ROI of doing so (11:30), why middle-management needs those numbers (18:24) and how the economics vary by customer segment (36:00).

Episode metadata supplied by the publisher feed · Published May 29, 2014

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Ep. 11: Converting feedback into economic value

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This episode is 44 minutes long.

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This episode was published on May 29, 2014.

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