2014 Brand Values Culture Customers 
Experience Matters
JANUARY 6, 2015
In my post last year, I named 2014 “ The Year of Empathy.” We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs. But it’s critical.
CX Journey
NOVEMBER 25, 2014
Last year, I shared Brand Keys'' Robert Passikoff''s 14 Brand Trends for 2014. Every One of a Kind : Consumers want and expect customized and personalized products, services and experiences, fueled by. brand customer experience loyalty marketing' Let''s see what Robert predicts for the new year.
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Magellan Solutions
AUGUST 31, 2022
Instead of depending just on the outsourced team’s brand value, evaluate their skills. Virgin Australia’s online reservation, check-in, and booking system broke in September 2010, leaving 50,000 customers stranded. In 2014, the Financial Conduct Authority (FCA) issued the banks a £42 million fine. TAKE NOTE:
ProProfs Chat
JANUARY 30, 2020
“Your most unhappy customers are your greatest source of learning.” — Bill Gates. Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. It takes less than a minute for an angry customer to post their bitter experiences online. Customer expectations.
SmartKarrot
APRIL 13, 2020
Instead of buying and installing the infrastructure, customers can simply bear the subscription costs of the functionalities they use. Here’s an interesting blog on how should SaaS providers spend on Customer Success. Product-led growth and usage of the data for customer success and other strategies can be a powerful proposition.
Experience Matters
FEBRUARY 23, 2015
We’re often asked to help people who have recently taken on new responsibilities in customer experience (which is commonly abbreviated as CX). This graphic from the report “ The ROI of Customer Experience, 2014 ” shows the connection between CX and loyalty. How Do You Build A Customer-Centric Culture?
Experience Matters
OCTOBER 14, 2014
As part of Customer Experience Day , I interviewed Mercedes-Benz USA (MBUSA) CEO Steve Cannon on a CXPA.org webinar called Customer Experience from the C-Suite. Cannon mentioned that CX is a topic in every single town hall and when he visits a facility, he says, “Don’t give me a facility tour, give me a customer experience tour.”
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