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What Is Satisfaction, And Does It Matter?

Why do we measure satisfaction, when satisfaction doesn’t matter? I spent time with a fascinating company here in Southern California this week. They have invested a significant amount of money in a tool that surveys customers’ satisfaction with a recent support transaction. The survey asks a single question: “considering the last interaction you had with • Read More »



New Churn Metrics

Churn matters. A lot. Blueprint’s CX framework helps companies measure churn but more importantly, understand why customers leave.


Gridspace And Seriously Cool Voice Analytics

In Seattle yesterday, someone challenged me to describe what my team and I do in 10 words or less. It took me a few minutes…but I believe that we help businesses solve customer mysteries. Why is churn up? What do our customers really think of us? Which customer is the right customer? What data tells the • Read More »