by Matt Burke, on Mar 27, 2018 10:49:03 AM

For those of you who may not know me, I am the Managing Director of the WorkFit product. This means I spend most of my time socializing WorkFit with our …

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by Mark Withington, on Mar 26, 2018 8:07:41 AM

He might have asked, “Are you [customer] experienced?”, but then again, probably not. One thing he would have most likely agreed with, though, is that nearly all of us have …

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by Mark Withington, on Mar 13, 2018 5:11:53 PM

Unpacking Customer Satisfactions (CSat) In our last blog installment, “If Jimi Hendrix Visited the RMV…part 2", we defined customer satisfaction as the sum of two types of metrics: CSat = …

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by Mark McCormick, on Mar 1, 2018 2:14:24 PM

"The Waiting", a Tom Petty and Heartbreakers hit, makes no reference to spending time at the Massachusetts RMV. The song does, however, describe the customer experience most of us have felt …

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