Tag Archives: Customer Experience

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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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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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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Two major threats to superior customer experience

Inadequacy of connection between customer experience¬†investment and financial benefits.   It is very hard to provide direct, causal, linear connections between investment into customer experience management and growth of revenue, reduction in operating cost or improvement of profit margins. To … Continue reading

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