Category Archives: Market Research

Vanity Metrics – How Is This Still A Thing?

I’d like to borrow this line from John Oliver, host of the popular HBO show “Last Week Tonight”, to address the endless and pointless argument about the ultimate customer experience metric. For a very funny video showing an example of … Continue reading

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How to get (and keep) a customer-centric reputation

I admit to spending more time reading books, blogs and articles about customer experience, as well as analyzing customer feedback, than most people on the planet. As a result, my personal experiences ¬†often fall short of my expectations dealing with … Continue reading

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Human Resources-The Forgotten Frontier of CX

Most Customer Experience Management practitioners understand that the CX is a holistic discipline, but tend to focus disproportionally on a customer service delivery. It is understandable as CS is so often the last line of defense – working hard to … Continue reading

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How Employee Satisfaction Correlates to Customer Experience

Restaurants are not in a food business-they are in the hospitality business and unengaged employees do not seem to be very gracious hosts.

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Hell hath no fury like a customer scorned

Whatever your definition of “brand” is, from your customers’ perspective a brand is whatever they experience with a product that is sold under the brand’s name. The only reason any company ever invested into graphics, messaging, advertising and your salary … Continue reading

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