Monthly Archives: December 2014

3 Critical Shortfalls of Surveying Customers

It is better not to send out a poorly executed survey at all than to aggravate your customers with poorly timed and executed ones. Continue reading

Posted in Customer Experience CX, Customer Intelligence, Opinion Miner | Tagged , , , | Leave a comment

Two major threats to superior customer experience

Inadequacy of connection between customer experience investment and financial benefits.   It is very hard to provide direct, causal, linear connections between investment into customer experience management and growth of revenue, reduction in operating cost or improvement of profit margins. To … Continue reading

Posted in Customer Experience CX, Market Research, Product Management | Tagged , , , | 12 Comments