Tag Archives: customer satisfaction

Poll Timing Dilemma

an unintended consequence of the premature poll is the very low customer engagement rate that motivated the company to initiate the premature poll in the first place. Continue reading

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How Singularity Kills Customer Experience Management

The pitch may have changed, but the singular focus on cost reduction did not. And that will turn CEM into another fad like it did turn CRM into more efficient, i.e. inexpensive way to provide sales management reporting and low cost customer support infrastructure Continue reading

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Without trust, a business cannot grow. Without reputation a business cannot be trusted.

Only time will tell if these developments signal the beginning in a fundamental shift of power to the Social Consumer from “special” interest groups. Continue reading

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Algorithms vs People – Customer Experience Perspective

Algorithms do not perform better than people. However, they do consistently perform better than many people. Customers demand consistent experience every time. 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

Posted in Customer Experience CX, Market Research, Product Management | Tagged , , , | 12 Comments