Monthly Archives: November 2013

Top 5 Reasons why Customer-Centric Efforts Fail

  Customer Experience Management is a holistic discipline involving all functional departments of a company (see examples here and here). However, many companies treat it as a set of “initiatives” limited to customer-facing units of the organization. The use of … Continue reading

Posted in Customer Experience CX, Customer Intelligence, Product Marketing | Tagged , , | 11 Comments

A Product is Only a Part of Customer Experience

It is only a matter of time and success rate, before competition will re-engineer the functionality of your new product or service and bring to the market a newer, shinier, and more affordable offering.  When that happens your market share … Continue reading

Posted in Customer Experience CX, Customer Intelligence, Customer Reviews Analytics, Market Intelligence, Opinion Miner | Tagged , , , , | 7 Comments

Is Social Media Relevant to Business?

There are hundreds of companies that sell their Social Media Monitoring services. Many more startups are working hard on bringing more to the market. Clearly there is an expectation of great value from the intelligence produced by these efforts when … Continue reading

Posted in Customer Experience CX, Customer Intelligence, Customer Reviews Analytics, Market Intelligence, Social Media Research | Tagged , , , | 1 Comment