Beyond Philosophy

JANUARY 22, 2022

The mistakes of last year are best summarized by lagging or plateauing Customer Satisfaction Scores. The American Customer Satisfaction Index (ACSI) says only 30 percent of companies tracked by ACSI improved their score over the last 10 years. All this to say, it’s time for a next level for customer strategy.

CRM 78

CRM Customer Satisfaction Consulting Customer Relationship Management 78

Comm100

MARCH 8, 2017

Connect with this customer service expert on Twitter today to make sure that your company doesn’t miss out! Her Twitter sports articles about Millennial trends, and is a hot spot for information on what companies can do to appeal to Generation Z and Millennial consumers. Chelsea Krost. ChelseaKrost. Marsha Collier. CarlaJohnson.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Storyminers

FEBRUARY 17, 2021

Mike and Akos, two customer experience professionals from two continents discuss what customer experience base thinking can teach politics and how it accelerates “global thinking”. Before starting Storyminers in 2002, I ran a digital agency in the ‘90s and worked as IBM’s eVisionary at the turn of the millennium.

Groups 147

Groups Government Travel Tools 147

Beyond Philosophy

JANUARY 7, 2016

More organizations have embraced the emotional side of the Customer Experience. This is gratifying for me because when I wrote about emotions for Building Great Customer Experiences back in 2002, everybody acted like I was mad. However, the Customer Experience movement has advanced. My prediction.

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

Beyond Philosophy

JANUARY 7, 2016

More organizations have embraced the emotional side of the Customer Experience. This is gratifying for me because when I wrote about emotions for Building Great Customer Experiences back in 2002, everybody acted like I was mad. However, the Customer Experience movement has advanced. My prediction.

Employee Engagement 60

Employee Engagement Insurance Exercises Analytics 60

Talkdesk

MAY 23, 2019

Places like the Financial Times group and also the Shell Group of companies. One of the most interesting ones was I built a car sharing business for Shell back in about 2001, 2002. Adrian, you mentioned your Forbes column and a couple of your books and I have to say, How to Wow, I loved, for me as a customer experience professional.

Customer Experience 8

Customer Experience Groups Customer Experience Professionals Training 8

SuiteCX

FEBRUARY 22, 2017

His book Service Management: Strategy and Leadership in Service Business, Third edition (2002) gives us the greatest insight to his thought process regarding MOTs. Normann says: “…the customer is often more than just a customer – he is also a participant in the production of the service. Thankfully, he wrote quite a lot.

Effort Score 113

Effort Score Touchpoint Airlines Interaction 113