Storyminers
JULY 1, 2020
Next, Mike founded Storyminers in 2002 to continue mastering the art and science of customer experience and to build the business. Measurement has a really strong bias in it.” A lot of things that matter to customers aren’t things we have measures for yet.” Your brand can’t be any better than what your customers’ experience.”
Beyond Philosophy
DECEMBER 19, 2017
Ten-thousand respondents ranked brands’ Customer Experience based on six categories. These six areas drive brand advocacy and loyalty, the gold-standard for any company measuring CX performance. Per the report, brands in the U.K. Per the report, brands in the U.K. Brands in the U.S., Time and Effort.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Beyond Philosophy
JULY 13, 2021
Therefore, how they measure success tends to be transactional, aka, how much the call center expense was reduced, not experiential, aka, how it makes a customer feel. Sure, controlling the experience through a partner is challenging, especially when you need to measure results, but it remains crucial to an organization’s success.
Chadwick Martin Bailey
OCTOBER 4, 2019
It was 2002. sensitive) men, but try to hide it—so I measured their emotional reactions using facial EMG. sensitive) men, but try to hide it—so I measured their emotional reactions using facial EMG. So it’s also worth asking: Was a gender-neutral doll the right move from a brand perspective? Wait, don’t go!
Beyond Philosophy
JULY 6, 2016
Last year, Forrester published the Customer Experience Index, China 2015, ranking 60 brands for their performance in Customer Experience. According to APAC Insider , Forrester concluded that no brand was doing an excellent job there yet. However, China does have social media; it’s just their brand of it. Billions of them.
Beyond Philosophy
JANUARY 16, 2018
In part, he authors built on ambassadorial ideas expressed in two editions of The Customer Comes Second (1992 and 2002), by Hal Rosenbluth and Diane Peters. Develop strategies for each group, so that measurable outcome value can be created. Harmonize the interests of each group, to minimize conflict.
GlowTouch
NOVEMBER 6, 2020
Is your brand aware of how? The past as prologue: last year’s data should provide a baseline for this year – what were the most common issues, what channels were most often used, what dayparts saw peak demand, and how did performance measure up to metrics? Humanize the brand. The time to prep, the time is now. About GlowTouch.
Expert insights. Personalized for you.
162 
Let's personalize your content