March 18, 2006

News & Opinion: Chris Denove/Satisfaction Interview

By: Dylan Schleicher @ 3:18 PM – Filed under: Management & Workplace Culture

This week we are talking with Chris Denove, author of Satisfaction: How Every Great Company Listens to the Voice of the Customer. We talk about customer service ROI, expectations, and blackjack.

mp3, 28:50, 26.4MB

About Dylan Schleicher

Dylan Schleicher has been a part of the 800-CEO-READ claque since 2003. Even though he's stayed on at the company, he has not stayed put. After beginning in shipping & receiving, he joined customer service and accounting before moving into his current, highly elliptical orbit of duties overseeing the ChangeThis and In the Books websites, the company's annual review of books and in-house design. He lives with his wife and two children in the Washington Heights neighborhood on Milwaukee's West Side.