Category Archives: Customer Intelligence

Death by Confirmation Bias

There is no more expensive mistake than the rejection of new findings without the critical examination of methods and data used. Continually spending money for research that confirms what you already know is a pointless exercise. Confirmation bias (also called confirmatory bias or myside … Continue reading

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Experience of Customers Helps to Forge Shoppers’ Expectations

If you believe, like I do, that happiness is about expectations management, customer reviews are your best bet for selecting your next car, smartphone or restaurant because they will likely deliver an experience you expect. “The big advantage of a … Continue reading

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The Paradox of Choice and Social Media

  “The Paradox of Choice: Why More is Less” is a well promoted book by Barry Schwartz. Barry argues that eliminating consumer choices can greatly reduce anxiety for shoppers and improve their well being. Personally, I think that this is … Continue reading

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Top 5 Reasons why Customer-Centric Efforts Fail

  Customer Experience Management is a holistic discipline involving all functional departments of a company (see examples here and here). However, many companies treat it as a set of “initiatives” limited to customer-facing units of the organization. The use of … Continue reading

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A Product is Only a Part of Customer Experience

It is only a matter of time and success rate, before competition will re-engineer the functionality of your new product or service and bring to the market a newer, shinier, and more affordable offering.  When that happens your market share … Continue reading

Posted in Customer Experience CX, Customer Intelligence, Customer Reviews Analytics, Market Intelligence, Opinion Miner | Tagged , , , , | 7 Comments