Tag Archives: Feedback

Customer Experience is Everybody’s Business – Connecting the Dots

Most company executives don’t think that their accounting department is in the Customer Experience business. True, very few members of financial management teams normally have a reason or opportunity to communicate directly with their company’s customers unless they have to … Continue reading

Posted in Customer Experience CX | Tagged , , , | 11 Comments

Customer Satisfaction Is A Relative Term

Customer perceptions of products and services, or companies and brands, are measured using different scales and methodologies. Regardless of any ambiguity of definitions and sophistication of methodology, any scale you choose reflects a fundamental consideration: how does the product (service/brand/company) … Continue reading

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Valuable insights into channel performance

Knowledge of customer satisfaction and experience delivered by a specific channel can be very illuminating from a brand manager’s perspective. It could be even more enlightening if customer satisfaction metrics also analyzed units sold by each channel and units returned. … Continue reading

Posted in Customer Experience CX, Market Intelligence, Opinion Miner | Tagged , , , , | 12 Comments

Customer Engagement and Experience Influence Consumer Selections

Brand cannot flourish without advocacy of its customers and the advocacy is not likely without engagement. Samsung and HTC know that best. Continue reading

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HTC sweeps Customer Experience challenge

The Average Customer Satisfaction per Brand chart paints a picture that is quite different from the results of most popular surveys that were published in a recent past. Continue reading

Posted in Customer Experience CX | Tagged , , , , , , | 3 Comments