Monthly Archives: January 2014

Fake ROI and Customer Experience

Many of us are familiar with a request to justify any project from the return on investment perspective. Corporate management’s fiduciary obligation is to control the use of financial resources for the best interest of the company’s stakeholders. I have … Continue reading

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The Paradox of Choice and Social Media

  “The Paradox of Choice: Why More is Less” is a well promoted book by Barry Schwartz. Barry argues that eliminating consumer choices can greatly reduce anxiety for shoppers and improve their well being. Personally, I think that this is … Continue reading

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Customer Experience, Correlations and Predictions of the Future

Recently I read very interesting article that explores role of intuition in data science. It is written by Tom Davenport who is well known in the field of analytics:  “A hypothesis is an intuition about what’s going on in the … Continue reading

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Do not confuse Customer Experience with Customer Service

There are too many people who use the customer experience and customer service/support terms interchangeably. Even well respected authors and customer centricity consultants, like Don Peppers, occasionally slip into this ambiguous trap. Here are some basic definitions found on the … Continue reading

Posted in Customer Experience CX, Customer Support, Product Management, Product Marketing | Tagged , , | 17 Comments

Customer Experience – Designed for Churn

Given the challenges of attracting new customers, one would expect to optimize business processes to prevent them from leaving. Surprisingly it is often feels like companies design their operations to deliver customer churn. Some of it is a result of … Continue reading

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