CX Journey
AUGUST 5, 2014
Image courtesy of henryfaber Is there anyone in your company who wants to use VoC/CX surveys as marketing tools rather than as customer listening tools? Tareq shared with me an article that suggested, nay, outright stated that "the easiest way to grow sales and double customer loyalty is to send a survey and then do nothing with the feedback."
Beyond Philosophy
DECEMBER 19, 2017
These six areas drive brand advocacy and loyalty, the gold-standard for any company measuring CX performance. Per the online marketing intelligence service WARC , QVC took the top spot in the survey, jumping nearly 20 places over its positions last year. I founded Beyond Philosophy in the UK back in 2002. Time and Effort.
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Customer Bliss
APRIL 11, 2017
Here, we discuss the critical factors in embedding this approach not as survey-score chasing, but business transformation. Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. (He Fred Reichheld had already written several books on loyalty. About Brian.
GetFeedback
JANUARY 6, 2020
Here’s a formal definition from persona thought leader Tony Zambito in 2002: Buyer personas are research-based archetypal (modeled) representations of who buyers are, what they are trying to accomplish, what goals drive their behavior, how they think, how they buy, and why they make buying decisions.
Beyond Philosophy
DECEMBER 31, 2019
In 2002, when I started Beyond Philosophy, Customer Experience was an area that was only forming. We learned in our surveys that the majority of our participants wanted to understand customer behavior and how to recognize loyalty behavior. . Customer Experience has matured. This last one makes me happy and is the most positive.
Kustomer
OCTOBER 28, 2022
Daniel Kahneman, psychologist, economist and winner of the 2002 Nobel Prize in Economics, introduced the idea of a dichotomy between two modes or systems of thought. In fact a recent Kustomer survey found 89% of consumers think contacting customer service should be easier and more convenient.
SurveySensum
JULY 17, 2023
Make Shopping Easy & Fun In today’s competitive retail landscape, providing customers with an enjoyable and hassle-free shopping experience is crucial to winning their loyalty. This ultimately leads to increased customer satisfaction and loyalty, resulting in a competitive edge in the retail industry. But how to implement it?
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