Tag Archives: Customer Centricity

Is it Wise to Ignore Correlations Between Customer Experience and Creation of Wealth?

Many academic studies were published over the last two decades that examined the correlations between improvements in customer satisfaction/advocacy/experience and increase in sales, profits, market share or share value. Below are some examples   Advocacy Drives Growth Across Industries   … 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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Top 5 Warnings to Customer Experience Marketers

Stop designing products. Customers do not want to experience products and they care very little about product’s features and functions. Customers do not buy products, they hire products to do a “job”. Ultimately, you need to learn what is the … Continue reading

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The road to hellish Customer Experience is paved with careless implementations of technology

I am blessed with very good health and have no medical conditions to the best of my knowledge, but my wife insisted that it is time for a complete medical exam. She even supplied me with a link to setup … Continue reading

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Why Privacy Is A Part of Customer Experience

Not a month goes by without a revelation of a mass data breach at a major commercial or government institution. Since the Target fiasco the well being of customers who shop at Michaels Stores, Sally Beauty Supply, Neiman Marcus, AOL, … Continue reading

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