Author Archives: Gregory

Customer Experience – From Data to Action

the effectiveness of your efforts depends much more on the data sets you choose to analyze in concert, than on the tools you choose for analysis and visualization Continue reading

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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

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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

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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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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

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