Tag Archives: Customer Intelligence

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

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

Posted in Customer Experience CX, Customer Intelligence, Market Intelligence | Tagged , , | Leave a comment

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

Posted in Customer Experience CX, Customer Intelligence, Customer Support | Tagged , , | 2 Comments

The root of all great products

Great products come from a deep understanding of customers’ needs and wants. Such understanding is best formed by observation of customers using a product. Hence, the proverbial chicken/egg situation – a product that has not yet been developed cannot be … Continue reading

Posted in Customer Experience CX, Customer Reviews Analytics, Market Intelligence, Market Research, Product Management | Tagged , , , , , , , | 1 Comment

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