As Senior Director of Customer Loyalty for Thermo Fisher Scientific, Doreen Pippen has a challenging job—perhaps more challenging than others in the customer loyalty field.
“I work with a bunch of scientists,” she said during her session, “Customer Chemistry: Inside Thermo Fisher’s Quest to Leverage VoC in Building Loyalty Across Product Lines,” at the Customer Expo in Nashville on Monday. “Loyalty is a foreign language to them.”
So is the emotion that drives that loyalty....