Tag Archives: customer satisfaction

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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Bad News For Customer Centricity As Amazon Misses Earnings

The earnings season circus is in town! Who doesn’t enjoy the thrill and drama of corporate giants’ shares rising and falling on commentaries of financial analysts?  This season’s main attraction is the downfall of mighty Amazon who yet again disappointed … Continue reading

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Customer Satisfaction—the Ultimate Vanity Metric?

Almost every company measures Customer Satisfaction or its variations at considerable expense and effort. Some companies attempt to use the metric for advertising. The metric is supposed to convince a shopper to join the ranks of the company’s customers because … Continue reading

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A Recipe For Market Share Growth

There is a lot written in the last few years about the importance of consumer engagement with brands in the age of  the Social Customer. Most writings are focused either on teaching how to get most Facebook likes and Twitter … Continue reading

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OrgChart Challenges to Adoption Management – Lesson Learned

Many business problems that negatively affect Customer Experience have their roots in the siloed nature of an organization. A business often sees itself as a collection of departments, while a customer experiences it as single supplier, provider or brand. Early … Continue reading

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