Comm100
MARCH 2, 2022
In Acquia’s Customer Experience Trends Report surveying over 6,000 consumers worldwide, only 10% strongly agreed that ‘most brands meet their expectations for what they consider a good experience.’ In the same report surveying 600 marketers of director-level and above, 82% believe they are meeting CX expectations.
CX Journey
FEBRUARY 18, 2016
Ten years ago, in 2005, a group of people working in the field of knowledge management across the UK and the USA coined the phrase " narrative leadership." Now, a decade later - amid the buzz about big data, decision science, content marketing, and disruption - you don’t hear many people talk about narrative leadership.
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Forrester's Customer Insights
SEPTEMBER 14, 2020
Apple’s “Time Flies” keynote will take place tomorrow, September 15, live from Apple Park: [link] I have been following Apple keynotes for many years (since at least 2005) and they often generate irrational expectations for disruptive innovative products.
Forrester's Customer Insights
OCTOBER 18, 2019
Siebel was a powerhouse in its time, peaking at 45% market share in 2002. Stutz’s tenure ended after it was acquired by Oracle (2005), and he moved to SAP to […]. Stutz started his CRM career at Siebel, in 1998, in the early days of IT-driven, on-premise CRM.
Lumoa
JANUARY 23, 2018
Even if your customer service agent or customer insight analyst reads all the comments and even responds them, do you know what decisions you need to make in the leadership team? A study done in London School of Economics in 2005 found that 7 point NPS increase led to an average 1% revenue increase.
ProProfs Chat
DECEMBER 23, 2019
And this starts with understanding the gap between customer perceptions and their expectations of the actual experience. That is your first step forward in adopting a more customer centric approach. Involve Customers by Making Them Part of The Solution. Ensure you deliver what your brand promises. The idea is to co-create.
Martin Hill-Wilson
MAY 27, 2015
Engagement Strategies for Contact Centres) with Emma Samuel (Global Corporate Marketing Director at NewVoiceMedia). There is a ton of it: from government level, to research firms to individual brands using research to prove a market demand. It’s all useful if you remember the golden rule of customer insight.
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