CSM Magazine
MARCH 20, 2024
Ralf Ellspermann, CSO of the advisory firm, and a multi-awarded BPO executive, has been a cornerstone of the Philippine outsourcing landscape since its early days in 2001. Ralf Ellspermann explains, “In today’s digital realm, the cornerstone of customer loyalty lies in consistent, personalized, and technology-adept interactions.
Maru Group
FEBRUARY 7, 2022
The distrust stems from the 2001 Corralito policies in Argentina restricting people’s ability to withdraw cash from their accounts. If the chasm grows between expectation and experience, then loyalty will diminish just as rapidly. Deeply satisfying experience The success of BNPL solutions is not wholly situational.
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West Monroe
MARCH 29, 2022
From inventing digital music and the iPod in 2001 to launching the iPhone in 2007 to imagining a new way to experience television with AppleTV, the company has innovated to provide a value so high that people are willing to give up a week’s salary to buy an Apple product.
Natalie Petouhof
AUGUST 15, 2022
My path to a CX career started in 2001 at Peppers & Rogers Group. They theorized that maximizing share of customer and then return on customer (increasing loyalty and revenue) depended on the efforts to elevate the customers’ trust. Original Article by Mila D’Antonio.
Strativity
JANUARY 6, 2023
Since 2001 (when the brand borrowed a tactic from the Ritz Carlton ), Chick’s employees have been encouraged to say “my pleasure” whenever they are thanked by a customer—and the brand is now associated with that sunny response (which is even printed on its merchandise). Not only is Chick-fil-A, which had $16 billion in sales and $5.8
OpinionLab
DECEMBER 17, 2018
Real-time insights from website feedback and quick action on those insights by getting the right information related to key digital interactions into the right peoples’ hands led to increased revenue, operational efficiencies and improved customer loyalty for our customers.
West Monroe
MARCH 29, 2022
From inventing digital music and the iPod in 2001 to launching the iPhone in 2007 to imagining a new way to experience television with AppleTV, the company has innovated to provide a value so high that people are willing to give up a week’s salary to buy an Apple product.
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