Posts written by David Rode

Creating better customer experiences

All Customer Experience Strategy Customer Experience Voice of the Customer Customer Feedback
All categories

David Rode | May 16, 2018

How to Leverage Your ISO 9001 Customer Satisfaction Survey to Build an Enduring Customer Experience Program

To comply with ISO 9001, thus do business in your industry, you are required to run an annual customer satisfaction survey. Many companies will conduct an ...

Reading time: 4 min
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Customer Experience Management Software, Compliance
David Rode | Feb 26, 2018

SaaS Companies: Implement a Product NPS Program in 5 Simple Steps

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least ...

Reading time: 10 min
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Customer Feedback, SaaS, Net Promoter Score
David Rode | Jan 25, 2018

NIST 800-171 is Looming Large for Higher Education Institutions: Thoughts on How to Defuse a Ticking Time Bomb

The National Institute of Standards and Technology (NIST) has published Special Publication 800-171, Protecting Controlled Unclassified Information in ...

Reading time: 14 min
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Higher Education, Compliance
David Rode | Jan 10, 2018

6 Best Practices for Managing Volunteer Experience Programs for the Nonprofit Sector

When Volunteers Are Treated Like Customers, Everyone Wins

Reading time: 8 min
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Customer Experience Management Solutions
David Rode | Dec 12, 2017

CEMs vs. CRMs (And Why You Need Both)

“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”

Reading time: 6 min
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Customer Experience, Customer Experience Management Software
David Rode | Nov 2, 2017

Caught in the Act of Creating a Phenomenal Experience

If you have the great fortune to work or live around the bustling Logan Square neighborhood of Philadelphia, then it’s likely that you have been offered an ...

Reading time: 7 min
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Customer Experience, Customer Centricity, Hospitality
David Rode | Jan 13, 2017

Don't forget to put the Service in your SaaS


Reading time: 6 min
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Customer Experience, Customer Retention, Customer Feedback, Voice of the Customer, Customer Loyalty, Customer Experience Improvement, SaaS, Software as a Service