Beyond Philosophy

NOVEMBER 10, 2014

Here are some of the most comprehensive facts and figures that I’ve come across: A recent study of the Value of Customer Experience amongst two $1 billion+ businesses published in Harvard Business Review (HBR) managed to quantify the effects of good customer experience. By comparison, the S&P 500 returned only $93, a 7-percent loss.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Beyond Philosophy

MAY 20, 2015

Overall, RightNow found that 86% of consumers would spend more for a better customer experience (CEI Report, 2011, RightNow). Sometimes, like Sprint, companies will invest in improved customer service, but not manage the value of the overall experience well enough, and customers will still defect. and nine other countries.

Consumers 60

Consumers Self Service Study Retail 60

Experience Matters

APRIL 7, 2015

Rick Meyreles (VP – Global Voice of Customer, World Service at American Express), Jen Rodstrom (CX Transformist at Temkin Group), and Bruce Temkin (Managing Partner & CX Transformist at Temkin Group). Our services team has helped with over 1,000 customer experience management initiatives. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120