Insights Communities are an effective and affordable way for utility providers to track key performance indicators. Do you need to regularly answer questions like these: Questions like these or closely related ones are often critical for utility companies to answer. Regularly tracking the metrics that result from these types of questions is the key to …
Read MoreIf you aren’t already using an insight community as part of your customer experience strategy, you are missing out on one of the most important tools available to make a difficult job a little easier. If you are part of measuring and/or improving customer experience for your organization you will probably agree that we humans …
Read MoreI led market insights and customer experience measurement teams for Fortune 200 companies for 25 years. An insights community was an important part of my toolbox at each of these companies. The insights communities (in the beginning we called them MROCs or Market Research Online Communities) enabled the delivery of fast insights with significant cost …
Read MoreIn January 2022, KLC rolled out a program we call KLCares. While I’ve been fortunate to work for some fantastic companies (including three Fortune 200 brands), I have never been prouder of a company sponsored giving program. My former large employers give a lot back. That’s a good thing and I hope they continue to …
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