Category Archives: Customer Intelligence

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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3 Critical Shortfalls of Surveying Customers

It is better not to send out a poorly executed survey at all than to aggravate your customers with poorly timed and executed ones. Continue reading

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The Gospel of Customer Centricity

The price of a product, the brand value and the other pillars of marketing are no longer the most important factors in a consumer’s selection process. At a certain level of affluence the “absolute value” of experience, a company is … Continue reading

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Can’t Buy Me Love or Superior Customer Experience

Superior Customer Experience cannot be delivered without the well orchestrated cooperation of all departments of a company. Yet, this cooperation is very difficult to achieve. The primary reason for the existence of organizational silos is operational efficiency that allows companies … Continue reading

Posted in Customer Experience CX, Customer Intelligence, Customer Support | Tagged , , , , , | 6 Comments