Tag Archives: customer satisfaction

Whole Foods Acquisition is a Wakeup Call to Independent Grocers

Much has been written about Amazon acquisition of Whole Food Markets. Every day brings an avalanche of opinions: from the industry pundits’ speculations on a scope of inevitable disruption of the grocery industry to flash analysis of the Whole Foods … Continue reading

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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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