Category Archives: Customer Experience CX

Airbandb vs Hotels – Which Provides Better Guest Experience

customer experience delivered by airbandb.com is more like Forrest Gump’s “box of chocolates – you never know what you gonna get”. Continue reading

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Customer Reviews – Trust, but Verify

The customer reviews work well when consumers can read actual descriptions of customer experiences and apply them to their own expectations of experience Continue reading

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Poll Timing Dilemma

an unintended consequence of the premature poll is the very low customer engagement rate that motivated the company to initiate the premature poll in the first place. Continue reading

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How Singularity Kills Customer Experience Management

The pitch may have changed, but the singular focus on cost reduction did not. And that will turn CEM into another fad like it did turn CRM into more efficient, i.e. inexpensive way to provide sales management reporting and low cost customer support infrastructure Continue reading

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Voice of Customers Challenge to Product Managers

Many practitioners are convinced that customers do not know what they want, until they experience a remarkable product they cannot live without. Continue reading

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