Monthly Archives: January 2015

Is it Wise to Ignore Correlations Between Customer Experience and Creation of Wealth?

Many academic studies were published over the last two decades that examined the correlations between improvements in customer satisfaction/advocacy/experience and increase in sales, profits, market share or share value. Below are some examples   Advocacy Drives Growth Across Industries   … Continue reading

Posted in Customer Experience CX | Tagged , | 4 Comments

Why Your Investment in Analytics is Likely to be a Complete Waste of Money

Analytics without domain knowledge, is as likely to provide you with actionable decisions, as a pile of bricks without blueprints is to help you construct a house. Continue reading

Posted in Customer Experience CX, Customer Reviews Analytics, Social Media Research | Tagged , | 7 Comments