CX Accelerator
MAY 25, 2022
Before a customer can reach out to get support, there needs to be communication channels in place. Your company will choose which channels to configure for customers to reach out. A customer experience team had to plan it out and set this all up on the back end. You may use some or all of them.
Gainsight
MAY 29, 2024
Of course, online community grows exponentially in value over time, but there are immediate benefits that can’t be ignored. Veeam, a modern data protection solution founded in 2005, is proof that both the immediate and ongoing benefits of peer-to-peer community engagement are critical for today’s organizations.
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Beyond Philosophy
FEBRUARY 15, 2024
As part of this exercise, choosing an emotion that drives value for your customers is essential. In 2005, my fieldwork revealed 20 emotions that drive or destroy value in a Customer Experience. You can gain excellent insight by walking your customer journey like a customer.
Comm100
FEBRUARY 13, 2018
Let’s explore the reasons why customer delight doesn’t always ensure customer loyalty, and what strategies you can use instead. The way a company perceives itself and its initiatives are usually worlds apart from the views of their customers. In 2005, Bain & Company surveyed 362 firms.
CX Journey
JANUARY 30, 2019
Do you know all of the building blocks of a customer experience transformation strategy? You might know it as Bain's Delivery Gap, which states findings from their 2005 research: 80% of executives believe they deliver a superior experience, while only 8% of customers agree. I've mentioned the CX Perception Gap before, right?
Horizon CX
OCTOBER 2, 2023
The Experience Gap is Alive and Kicking The experience gap (delivery gap, Bain & Company, 2005) is well known: 80% of CEOs say they deliver great experiences, whereas only 8% of customers agree. Four isolated events quickly become 400, then 4,000, and then the brand takes shape. Similar findings have been published over the years.
Alida
DECEMBER 15, 2016
To foster cultural integration and a smoother transition, leaders must communicate and engage frequently with managers and employees. To manage the merger and ensure that passengers continue to find value in the new brand, the company used an insight community to better understand the different touchpoints in the customer journey.
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