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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Jan 22, 2010
Quite a conundrum! Pay less – get more. What a strange reaction to the economic challenges of 2009. I’m certainly not surprised. I hope no one else is either.
Retaining customers is a priority. Delivering to ever increasing expectations is a significant challenge. My clients experience the rising demands of their customers daily. At the top of every executives to-do list for 2010 should be customer focused change initiatives.
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