Monthly Archives: February 2015

Customer Satisfaction Is Not Enough to Forge Loyalty

Most “loyalty” programs on the market today completely miss this point and act as “golden handcuffs” to incite repeat business rather than creating loyal customers Continue reading

Posted in Customer Experience CX, Customer Intelligence, Market Intelligence | Tagged , | 3 Comments

Technology is not the solution for your customer experience problems

An outside-in view of your business is by far more critical to your growth than any technology you can deploy to promote or automate it Continue reading

Posted in Customer Experience CX | Tagged , | 10 Comments

Not all social media channels are created equal

different social media channels, where customers can share their experiences, offer very different value for both consumers and the brands Continue reading

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