Monthly Archives: October 2014

Bad News For Customer Centricity As Amazon Misses Earnings

The earnings season circus is in town! Who doesn’t enjoy the thrill and drama of corporate giants’ shares rising and falling on commentaries of financial analysts?  This season’s main attraction is the downfall of mighty Amazon who yet again disappointed … Continue reading

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Vanity Metrics – How Is This Still A Thing?

I’d like to borrow this line from John Oliver, host of the popular HBO show “Last Week Tonight”, to address the endless and pointless argument about the ultimate customer experience metric. For a very funny video showing an example of … Continue reading

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How to get (and keep) a customer-centric reputation

I admit to spending more time reading books, blogs and articles about customer experience, as well as analyzing customer feedback, than most people on the planet. As a result, my personal experiences  often fall short of my expectations dealing with … Continue reading

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Omni-Channel, Big Data and “Dreadful” Departamental Silos

The outstanding successes of customer-centric companies have made the rest to pay more attention to customer experience improvement methods. Continue reading

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The road to hellish Customer Experience is paved with careless implementations of technology

I am blessed with very good health and have no medical conditions to the best of my knowledge, but my wife insisted that it is time for a complete medical exam. She even supplied me with a link to setup … Continue reading

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