CX University

SEPTEMBER 18, 2018

Vast amounts of data support the symbiotic relationship between engagement and satisfaction, between businesses and customers. A 2005 study concluded that work engagement is linked to performance and customer loyalty (Salanova, Agut & Peiró, 2005). focuses employees at all levels on the customer, and 3. Piersol, Bill.

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

Customers Rock!

APRIL 14, 2010

Delivering Voice of the Customer to Enable Customer Delight and Financial Gains. I hope we can all agree that delivering a positive customer experience is the key to building customer loyalty and achieving financial success. Countless reports and case studies have proven this linkage. Be user-friendly.

Social Media 154

Social Media Case Study Financial Banking 154

Kustomer

JANUARY 20, 2022

You know, it says if you’re aspiring to satisfy your customers, then you are aspiring to mediocracy. Namely, customer satisfaction is key. I mean, there have been plenty of studies that have shown that satisfied customers defect all the time. And that is a reaction that simple satisfaction does not elicit.

How To 143

How To ROI Study Customers 143

SurveySensum

JULY 14, 2020

As a VP Analyst for Customer Experience at Gartner, Augie Ray has been helping Fortune 500 firms to understand CX, how to succeed, how to gauge results, and how to make CX matter to the stakeholders. A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132