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The Good, Bad and Ugly Ways to Measure Customer Satisfaction Podcast

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Without measuring customer satisfaction, it’s impossible to assess the needs, know the frustrations, and solicit the ideas that your customers have! Yet too often customer surveys have serious flaws that result in inaccurate, biased, inadequate, or hard to interpret data: For organizations that make data-driven decisions, that can result in very expensive mistakes and serious strategic errors. What are the pitfalls involved in designing customer surveys, and how can you avoid them? What’s the best way to survey your customers? As a decision maker, how can you avoid paying a small fortune for second-rate surveys? These are just some of the important questions answered in this podcast presentation by Professor, author and internationally acclaimed consultant Dr. Moses Altsech. Find out how the right customer satisfaction measures can help you make better decisions and build stronger relationships with your customers.

Moses Altsech is a faculty member at the University of Wisconsin-Madison and CEO of Executive Training & Consulting, a Madison-based consulting firm with clients in more than two dozen industries across the United States and overseas. Dr. Altsech holds a Bachelor’s degree in Marketing and International Business from the University of Cincinnati and a Ph.D. in Marketing from the Pennsylvania State University. He is an expert on Research Design, Data Analysis, Customer Satisfaction, Employee Engagement, and Strategic Planning, and his research has been published and presented at both national and international conferences. Dr. Altsech has been featured as an expert on numerous television programs and articles, and is the recipient of more than twenty professional and academic awards.

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