Beyond Philosophy

NOVEMBER 10, 2014

. < [link] > “The ‘moment of truth’ in customer service.” February 2006. The Value of Customer Experience, Quantified. www.mckinsey.com. 26 August 2014.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

ClearAction

OCTOBER 16, 2019

Keeping the customer’s end-to-end journey in mind is essential to maximizing customer lifetime value. CEO-CMO alignment right-sizes expectations for Marketing’s role in customer experience management and revenue growth. 3 Milton Friedman and the Social Responsibility of Business , Greenbiz, 24 November 2006.

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

Avaya

JANUARY 24, 2018

million for their inaccuracies between 2006 and 2008. The first fine for non-compliance of the 2004 MiFID directive was given out to Barclays for inaccurate transaction reporting. Barclays’ fines totaled £2.45 Since then, published reports say that banks have paid over $204 billion in compliance-related fines and infractions.

Financial 46

Financial Government Banking Policies 46

ClearAction

FEBRUARY 14, 2015

" Indeed, the financials seal the deal: "the public FoEs (firms of endearment) returned 1,026 percent for investors over the 10 years ending June 30, 2006, compared to 122 percent for the S&P 500; that’s more than a 8-to-1 ratio! Customer Experience Capabilities, Not Projects! Customer Loyalty Boomerang Effect.

Customer Experience 48

Customer Experience Customer Centricity Customer Experience Management Financial 48