Lumoa

SEPTEMBER 16, 2022

In a recent study , at least 49% of consumers are now saying that they are willing to talk about their positive experiences on social media compared to the 30% of those who will post something negative. A significant change since 2013 when it is the other way around. It means your customers are happy.

Net Promoter Score 208

Net Promoter Score NPS Effort Score Comparison 208

Beyond Philosophy

JANUARY 26, 2015

Immediate notification that includes next steps for Customers is the standard protocol for Customer-centric companies in the event of a data breach. Target , who suffered the data breach in 2013, knows the importance of this immediate and comprehensive action.

Customer Centricity 60

Customer Centricity CEM eBook Government 60

Beyond Philosophy

FEBRUARY 3, 2015

Dobrev asserts that most consumers say they want more choices, but they really want just enough choices. Like the famous discerning fictional heroine Goldilocks, consumers want an amount of choices that is just right. 25 March 2013. Zhecho Dobrev, one of our consultants published his musings on this concept. They don’t.

CEM 60

CEM Retail Consulting Conference 60

Beyond Philosophy

JUNE 29, 2015

This is a small (it is not prominent on the site, requiring some searching) but much needed first step in rebuilding consumer trust: https://corporate.target.com/about/payment-card-issue.aspx Target would be well-served in building awareness of where to locate this information. building trust and value for Target stakeholders.

Consumers 60

Consumers Wireless Banking Leadership 60

Beyond Philosophy

JUNE 11, 2015

United’s score on the American Customer Satisfaction Index is a full 15 points below the U.S. Now, we come to retailers which had customer loyalty programs, usually of long-standing, and elected to discontinue them. Postal Service, and Delta’s isn’t much higher.

Loyalty Programs 60

Loyalty Programs Loyalty Airlines Retail 60