Track Customer Experience

Track Customer Experience, but Don’t Forget the Financials

by Jenny on November 12, 2014 Comments Off on Track Customer Experience, but Don’t Forget the Financials

Businesses are always on the hunt for customer feedback. They e-mail us surveys. They ask us to stay on the phone after a service call to rate the interaction. Many rely on metrics such as the Net Promoter Score to track how customers feel about them. The most disciplined firms not only exploit the data to identify problems with their products and services but also get everyone on staff involved in fixing them.

This “customer experience” movement, if we can call it that, reminds me of the period a couple of decades ago when manufacturers (and others) discovered quality. Remember quality circlesTotal Quality Management? Company after company learned to use new metrics and to address the root causes of problems. Front-line employees began monitoring their own output and figuring out improvements.  Read More 

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Jenny Dinnen is President of Sales and Marketing at MacKenzie Corporation. Driven to maximize customer's value and exceed expectations, Jenny carries a can-do attitude wherever she goes. She maintains open communication channels with both her clients and her staff to ensure all goals and objectives are being met in an expeditious manner. Jenny is a big-picture thinker who leads MacKenzie in developing strategies for growth while maintaining a focus on the core services that have made the company a success. Basically, when something needs to get done, go see Jenny. Before joining MacKenzie, Jenny worked at HD Supply as a Marketing Manager and Household Auto Finance in their marketing department. Jenny received her undergrad degree in Marketing from the University of Colorado (Boulder) and her MBA from the University of Redlands.

JennyTrack Customer Experience, but Don’t Forget the Financials