Managing Director - Entertainment, Media and Communications Bob Caruso
Bob Caruso has more than 20 years of experience in reinventing, redefining and energizing the Fortune 500. Bob's experience includes customer care, brand management, large system sales, and technology implementations with a particular emphasis on integrating the customer's voice within the operating environment. At Endeavor Management he works closely with businesses in multiple industries to leverage the firm's experience and knowledge to create individualized, customer focused strategies to drive business success. Prior to joining Endeavor Management, Mr. Caruso led consulting practices at J.D. Power and Associates, Deloitte Consulting and PricewaterhouseCoopers. He is a retired U.S. Air Force officer with over 1,000 flying hours in high performance aircraft. Bob received a master's degree in educational leadership from Bradley University and bachelor's degree in Biology from Massachusetts College of Liberal Arts.
Apr 07, 2010
Does your organization know what customers love about you?
The whole love thing sounds a little squishy doesn’t it. That’s the challenge. Gaining the emotional connection with customers is truly the goal of any business. Emotional connection drives loyalty and advocacy. The Walt Disney Company knows what guests love about their experience, Apple knows what users love about their products, do you?
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Mar 22, 2010
Customer satisfaction results for 2010 are off the presses and the verdict remains….about the same as 2009. Amazing how the same companies keep popping up as offering the finest customer service and building loyalty year after year. In reviewing Business Week’s Customer Service Champions and Satmetrix’s Net Promoter Score (NPS) winners the brands that are expected to be on those lists are there in force – USAA, Apple, and Amazon have star billing once again.
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Feb 24, 2010
Trust is fragile. Establishing the extraordinary level of trust in Toyota products has taken generations. In the virtual blink of an eye that trust has been shattered and is costing millions in lost revenue and repair related costs. Toyota is working feverishly to shore up the trust factor by doing everything in its power to resolve the quality issues. But will it be enough.
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Feb 18, 2010
Zipping along at 600 miles per hour 100 feet off the ground in a high performing aircraft demands some serious focus. However, fixating too long on what’s coming directly at you will cause a loss of what’s going on around you. Learning to maintain an awareness of the entire situation while focusing on a specific task is crucial to survival. This skill is known as “situation awareness”
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Feb 11, 2010
What a crazy weather week. Luckily I didn’t have a trip to the East Coast on the agenda for the week but a few of my colleagues and friends did. One of my clients marooned in Philadelphia described it as a surreal experience where he was the only person in both the office and the hotel.
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