Customer Bliss

JULY 12, 2016

In this episode, I’m talking with Dave Mingle, the General Director of Global Customer Experience Execution and Planning for General Motors. First, they needed to evaluate and establish the need for embedding customer experience. David Mingle is the Executive Director, GM North America Customer Experience at General Motors.

Customer Experience 0

Customer Experience Customer Journeys Retail Automotive 0

Beyond Philosophy

JULY 7, 2022

One of the features of The Intuitive Customer podcast is “I’m in a Pickle,” where listeners come to us with business problems that they would like our advice on solving. Customer Experience management has been absorbed into Customer Science in the past couple of years; how will that apply to brick and mortar?

Retail 160

Retail Online Experience Interaction Case Study 160

ProProfs Chat

MAY 13, 2020

There lies an evident gap between satisfied and delightful customers. Two sips and a few smiles later, you open your phone to see news alerts and blogs that you would just love to read. How perfect would this world be if every business could spare the time to understand the likes of their customers inside out?

Software 111

Software Self Service Customer Service How To 111

NetBase

JULY 20, 2020

Techopedia defines Social Analytics thusly: “Social Media Analytics (SMA) refers to the approach of collecting data from social media sites and blogs and evaluating that data to make business decisions. If Social Analytics is a destination, what tools contribute to the journey? But that attitude is dangerous in its brand-centric focus.

Social Media 104

Social Media Analytics Net Promoter Score Analysis 104

ProProfs Chat

MAY 13, 2020

There lies an evident gap between satisfied and delightful customers. Two sips and a few smiles later, you open your phone to see news alerts and blogs that you would just love to read. How perfect would this world be if every business could spare the time to understand the likes of their customers inside out?

Software 98

Software Self Service Customer Service How To 98

Customer Alignment

JULY 17, 2017

This week we experienced a frustrating and painful customer experience with a hire car company in Spain. When we arrived to collect the car we were placed in a huge queue with other waiting customers, irrespective of reservation or pre-booking. They had their work cut out that day and it showed to customers. Smiles all round.

Technology 40

Technology Airlines Transportation Insurance 40