2012, CEM, Customer Service and Wait Times - Customer Experience Update

Do You Harness the Power of Habit in Your Marketing Yet?

Beyond Philosophy

NOVEMBER 11, 2014

Charles Duhigg is a staff writer for The Times and author of “ The Power of Habit: Why We Do What We Do in Life and Business. ” When the Marriot Marquis in Times Square, NYC introduced a new $11m smart elevator system to deal with elevator long wait times they ended up totally confusing and frustrating people.

Net Promoter Score

Net Promoter Score Marketing CEM Social Media

Would Consumers (Really) Spend More For Better Service?

Beyond Philosophy

MAY 20, 2015

Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.

Consumers

Consumers Self Service Study Retail

Customer Experience Update

Do You Harness the Power of Habit in Your Marketing Yet?

Would Consumers (Really) Spend More For Better Service?

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