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I regularly conduct research in the area of customer experience management. In my research, I have identified best practices in customer feedback programs, critiqued the Net Promoter Score, and developed better measures of customer loyalty.

I regularly share the results of this research through presentations at national and international conferences, articles in scientific and trade magazines and books. Below are some links to this work. The articles and presentations are free.

Published Articles
Presentations | 206.372.5990