Category Archives: Customer Experience CX

Cheap Gas, Electric Cars and Customer Experience

It is important to remember that even at the near-record high of gas price, customer retention of hybrid vehicles was only 35%. Continue reading

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Without trust, a business cannot grow. Without reputation a business cannot be trusted.

Only time will tell if these developments signal the beginning in a fundamental shift of power to the Social Consumer from “special” interest groups. Continue reading

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Algorithms vs People – Customer Experience Perspective

Algorithms do not perform better than people. However, they do consistently perform better than many people. Customers demand consistent experience every time. Continue reading

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Why is it so difficult to get funding for Customer Experience change?

If you are reading this post you are likely well aware of customer experience’s capacity to improve your company’s performance. You are also likely very frustrated with a lack of actual commitment from your boss. Oh, he is probably saying … Continue reading

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The Strategic Value of Customer Feedback

Ultimately, the quality of business outcome trumps what types of customer feedback or methodologies were used to produce it. Continue reading

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