Voice of the Customer

Extreme Loyalty Despite Poor Experience

Extreme Loyalty Despite Poor Experience

On a number of interviews, several people had recurring problems, gave their vendor low CSAT and NPS scores. They were clearly frustrated. It seemed that they were ready to jump ship. These people felt the pain. In fact, many of them have been unhappy for quite some time. But they were staying put. They expressed no intention of switching or even looking elsewhere. What caused this kind of extreme loyalty?

Brillianta's 15-year anniversary

After a few congratulatory messages on LinkedIn this week, I realized that it’s been 15 years since I started Brillianta – a pretty impressive personal milestone and the longest job I’ve ever held. 

No surprises here. Brillianta is a reflection of what I enjoy the most – technology, strategy, research, and communications, helping clients to make better decisions and to achieve their goals. With voice-of-the-customer research, win/loss analysis, customer surveys and other custom research programs, we are helping to establish and monitor clients' KPIs. We also help with communications by developing customer case studies,brochures, and technical whitepapers, demonstrating end customer results. 

I have learned a great deal from my clients and have really enjoyed working with them. I hope to continue learning, and to have even more fun in the next 15 years. Thanks to my clients for your business and thanks to everyone for your congratulatory messages and likes