To really understand their customers, Earthlink combines more than 700 customer data variables and matches that with third-party demographic and pyschographic data to gain insight on customers. The company also runs private online communities- where customer share their preferences, along with surveying customers on loyalty and advocacy. They then combine that data with information from conducting one-on-one interviews, asking customers about the EarthLink service and their preferred usage. Linking all this data together sounds daunting, but the long term customer retention results are powerful.

Stuart Roesel, Director of Customer Loyalty and Retention, EarthLink

By transitioning from distributed, periodic paper surveys with small sample sizes and limited reporting capabilities to a single feedback platform providing continuous data for all consumer touchpoints, LEGO has empowered frontline employees with the tools and information to improve consumer satisfaction. Through an online multi-survey program, this international company is able to tie feedback to specific departments and make targeted changes while still maintaining a holistic view of their consumers.

• Learn how a global platform can consolidate feedback to deliver a complete picture of the consumer experience


• Understand how powerful reporting technology can demystify consumer complaints and identify actionable insights for improvement


• Discover the value of real-time data in saving at-risk consumers and increasing NPS

If you work in an academic environment with a butterfly lesson planned for Thursday and your butterflies don't show up until the following Tuesday, that's a problem. Carolina Biological, the leading supplier of biological and science teaching materials, discovered that a lack of communication between departments and an internal "us vs. them" environment translated to some unhappy customers and lower than expected NPS scores. But after the company designed an aggressive closed-loop feedback system, ramped up their internal training, started measuring on-time performance and showed how error rates and their perspective dollar amounts directly affected profit sharing, things really turned around.

• How the voice of the customer drives process improvement and employee engagement


• The story is in the journey: What Carolina Biological did over a 4 year period to more than double our NPS score, reduce error rates, and substantially improve every customer service / call center metric


• How we engaged customers to become assets as promoters and partners of Carolina Biological