2004 Brands Customer Experience Management Customer Retention 
Beyond Philosophy
FEBRUARY 3, 2015
This delay is a consequence caused by the Paradox of Choice , first introduced to us by Barry Schwartz in his book of the same name in 2004, and then later in his TED talk. Strategy for CTA buttons is all well and good for the online experience, but what about retail experience and the CTAs that help consumers make decisions there?
Storyminers
JULY 6, 2020
His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. A Global Guru poll established him as one of the top ‘Customer Service Gurus’ in the world.
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Storyminers
JULY 6, 2020
His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. A Global Guru poll established him as one of the top ‘Customer Service Gurus’ in the world.
Bob Hayes
MAY 7, 2018
Contrary to Reichheld, other researchers, in fact, have found that customer satisfaction is consistently correlated with growth (Anderson, et al., 2004; Fornell, et al., I found that the correlation between the Mean Score and the NPS across the 48 brands was.97! 2006; Gruca & Rego, 2005). Bottom line: NPS (i.e.,
Bob Hayes
MAY 7, 2018
Contrary to Reichheld, other researchers, in fact, have found that customer satisfaction is consistently correlated with growth (Anderson, et al., 2004; Fornell, et al., I found that the correlation between the Mean Score and the NPS across the 48 brands was.97! 2006; Gruca & Rego, 2005). Bottom line: NPS (i.e.,
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