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<title><![CDATA[Peter Gurney]]></title>
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<description><![CDATA[Peter Gurney is a customer experience management expert, specializing in Voice of the Customer (VOC) initiatives. He has designed and managed customer and employee feedback systems, developed training programs and consulted on service strategy and best practices for companies in the financial, healthcare, hospitality, retail, telecommunications and restaurant industries.
Over the past 18 years Peter has been widely published and quoted on consumer trends and research findings. His articles and white papers have appeared in numerous business and trade journals, and he is a contributor to the business textbook, Customer Experience Management, Concepts and Applications (Le Magnus University Press).
Frequently interviewed by business media, Peter's views on service trends and practices have been featured in articles in the The New York Times, Wall Street Journal, American Banking Association Journal, Call Center Magazine, Training Magazine and many other publications. Peter has also presented at numerous conferences and industry events on customer loyalty strategies, service research techniques and emerging trends in consumer behavior.]]></description>
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<title><![CDATA[Chase Bank Tops In Satisfaction? What's Wrong With This Picture?]]></title>
<link>http://www.netreflector.com/blog/chase-bank-whats-wrong-with-this-picture/</link>
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<pubDate>Tue, 13 Nov 2012 15:41:29 EST</pubDate>
<description><![CDATA[Is Chase Bank really the best in customer satisfaction? NetReflector takes a closer look at the data . . .]]></description>
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<title><![CDATA[VoC VantagePoint]]></title>
<link>http://www.netreflector.com/blog/</link>
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<pubDate>Tue, 13 Nov 2012 15:39:19 EST</pubDate>
<description><![CDATA[What's trending the world of Voice of the Customer and Customer Experience]]></description>
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<title><![CDATA[NetReflector Launches &quot;How To&quot; Video Series on Building Practical VoC Programs]]></title>
<link>http://www.marketwire.com/press-release/netreflector-launches-how-to-video-series-on-building-practical-voc-programs-1697583.htm</link>
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<pubDate>Wed, 19 Sep 2012 15:41:54 EDT</pubDate>
<description><![CDATA[SEATTLE, WA--(Marketwire - Sep 5, 2012) - NetReflector, Inc., a provider of managed feedback solutions, market insights, and EFM software, today announced the availability of a special on-demand video series titled &quot;The VoC Guidebook: Practical Strategies for Effective Voice of the Customer Programs.&quot;&amp;#160; Sponsored by NetReflector, the new 3-part video...]]></description>
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