Customer Experience

A healthy workplace is vital to your success. And to the economy. According to Statistics Canada, the cost of work time lost related to stress in Canada is $12 billion annually. That was before the economic crisis hit the country.

While many industries (e.g. telephone, wireless, satellite radio, and internet providers) offer their services on a contractual basis, the nature of these customer relationships within the healthcare sector are particularly complex.

Have you ever been out driving and noticed a college or university bumper sticker on the car ahead of you? What is the motivation for placing that bumper sticker? Is the driver truly loyal or engaged with the institution? And, if so, was that engagement latent or was it created by the institution?

In our May issue, Tim Keiningham, Senior Vice President and Head of Consulting discussed a paper he co-authored with a team of loyalty experts -- Lerzan Aksoy (Koз University), Bruce Cooil (Vanderbilt University), and Tor Wallin Andreassen (Norwegian School of Management) -- that takes an in-depth examination of the claims made by Net Promoter.

A conversation with Tim Keiningham, Global Chief Strategy Office & Executive Vice President