This Week's Episode

Advocating for Customers

A research firm's metric studies the customer's best interests--instead of the bottom line

BusinessWeek -- Customer Service Champs imageForrester Research has begun studying a new way to measure customer satisfaction, called "customer advocacy." Management editor Jena McGregor speaks to Forrester analyst Bruce Temkin about this new metric

Listen to this episode (requires QuickTime 7 or iTunes)

Subscribe to this series on iTunes

Grab this feed for a podcast reader other than iTunes

See all of BW's podcasts



Media Kit | Special Sections | MarketPlace | Knowledge Centers
McGraw-Hill Cos.
  ARCHIVES

Experience Matters

Wed, Aug 20 2008 17:06:32 EDT

Serving Those Who Serve

Wed, Jul 16 2008 16:21:09 EDT

Brewing New Ideas at Starbucks

Thu, Jun 19 2008 0:00:00 EDT

Getting Human at Kayak

Thu, May 15 2008 0:00:00 EDT

The Customer Has Power

Thu, Apr 17 2008 0:00:00 EDT

Service Without Service

Thu, Mar 20 2008 0:00:00 EDT

Advocating for Customers

Tue, Sep 4 2007 20:00:00 EDT

Authentic Service

Tue, Aug 21 2007 20:00:00 EDT

In the Customer's Shoes

Tue, Aug 7 2007 20:00:00 EDT

Get Some Satisfaction

Tue, Jul 24 2007 20:00:00 EDT

Friendlier Skies

Tue, Jul 10 2007 20:00:00 EDT

The Luxury Treatment

Tue, Jun 26 2007 20:00:00 EDT