Monthly Archives: August 2013

Customer Experience: Easy to Measure, Hard to Change part 2

This sequel was inspired by comments and questions posted in multiple LinkedIn groups where the first part was published. Special thanks to Richard Hatheway. One of the first reason people give, to explain the difficulty of customer change implementation, is … Continue reading

Posted in Customer Experience CX, Customer Support, Social Media Research, Uncategorized | Tagged , , | 3 Comments

How Online Customer Reviews can help “Brick & Mortar” Retailers

While marketers and researchers slice and dice social media noise, or chasing a diminishing number of customers who still are willing to respond to survey requests, customer review data is not being explored to its potential both online and off. … Continue reading

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Customer Experience: Easy to Measure, Hard to Change

Research into customer experience shows that a majority of consumer-facing industries are not rated very positively by the customers. Temkin Group researchers surveyed 10,000 U.S. consumers to come with this conclusion. Amplified Analytics’s analysis of 12,832,246 customer reviews published during … Continue reading

Posted in Customer Experience CX, Market Intelligence | Tagged , , | 3 Comments

Apple at the crossroads

As many products and services are becoming more agile by design, even the best-designed products have shorter and shorter time to enjoy superior profit margins before competition starts to catch on. Patent protection and brand recognition do help to extend … Continue reading

Posted in Customer Experience CX, Customer Reviews Analytics, Social Media Research | Tagged , , , , , | 2 Comments