Answer Dash

NOVEMBER 21, 2018

Disruptive businesses like Netflix realised this early on and created intelligent algorithms which were able to predict and recommend what customers might want to watch next. In contrast, Blockbuster ignored customers’ changing viewing habits and the wider industry disruption taking place and was forced to file for bankruptcy in 2010.

User Experience 75

User Experience Social Media Interaction Customer Service Representative 75

Helen Dewdney

JUNE 20, 2023

Background The Rail Ombudsman opened its doors on 26 November 2018, offering a free to consumers, expert, alternative dispute resolution service to help sort out unresolved customer complaints about service providers within the rail industry. We also support the rail industry to raise standards.

Travel 78

Travel Consumers Transportation Training 78

Comm100

APRIL 12, 2018

Customers irritated by being asked for feedback can undermine your CSat scores and response rates. Invasion of privacy – Again, the flood of unsolicited emails, sales calls, and spam emails have eroded many customers’ confidence in companies. Customer Effort Score (CES).

NPS 155

NPS Measurement Effort Score Customer Experience 155

ChurnZero

JULY 24, 2020

You lose integrity when you only aim to please and profit, especially during points of sale or when customers confide in you. Not to mention that 89% of companies primarily compete based on customer experience – up from just 36% in 2010 according to Gartner. It feels calculated and disingenuous because it is.

Loyalty 59

Loyalty Customers Customer Success Meeting 59