2014 CEM Customer Satisfaction Customers 
Beyond Philosophy
NOVEMBER 10, 2014
For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. Whilst the transactional business is more interested in repeat purchases and their frequency, the subscription business is mostly interested in how long customers remain loyal.
Beyond Philosophy
MARCH 16, 2015
Customer Experience continued to be a dominant business issue throughout the world in 2014. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon. Of course I know what the Customer Experience is about!”. Are you sure?
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Beyond Philosophy
OCTOBER 24, 2014
Downie would tell you that it wasn’t his goal to be #1 on Trip Advisor, but instead to be the best experience for their Customers that they could. At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. 1 Attraction ” on Thursday, October 30th, 2014.
Beyond Philosophy
FEBRUARY 3, 2015
Helping your Customers make a decision is an important element in your Customer Experience design. All channels for your Customers make up your Customer Experience, including websites. When you find that Goldilocks sweet spot, however, it is Customer Experience gold. The Consequence of Choice.
Beyond Philosophy
APRIL 7, 2016
Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. Customer Satisfaction score to denote the health of the economy.
Beyond Philosophy
APRIL 7, 2016
Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. Customer Satisfaction score to denote the health of the economy.
Beyond Philosophy
MAY 14, 2015
More and more of your Customers believe access to self-service options is essential to their relationship with your business. Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance.
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