CX Journey
DECEMBER 30, 2014
Image courtesy of ilya vinogradov How much progress did you make with regards to improving the employee experience and the customer experience this year? Did you stick with all of your CX resolutions for 2014? As we wrap up 2014 and say "Cheers" to another year, I thought it would be fun to take a look back on the year.
Beyond Philosophy
NOVEMBER 10, 2014
In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises. Keeping Customers results in a high increase in value. Focusing on customer retention with a better Customer Experience will benefit your bottom-line expenses.
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Beyond Philosophy
DECEMBER 8, 2014
We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ Today, we have a much larger customer base, and we can’t keep doing things the ways we have always done them. Follow Colin Shaw on Twitter @ColinShaw_CX.
Experience Investigators by 360Connext
NOVEMBER 20, 2014
Customer retention is paramount in keeping a SaaS company afloat, particularly as a company matures. While customer acquisition and lead conversion are integral parts of growing a SaaS business, with time, retention and renewals gain equal and eventually greater importance.
Lumoa
MAY 19, 2020
Let’s take this framework and apply it to a hypothetical business case for a robust customer experience program. In 2014, Peter Kriss of the Harvard Business Review reported that happy customers spend up to 140% more than those who had a negative experience. Define the opportunity. Explore options.
Beyond Philosophy
OCTOBER 24, 2014
1 Attraction ” on Thursday, October 30th, 2014. Downie, who I enjoy working with for many reasons, has an analogy he uses to describe his approach to improving Customer Experience: You have to gain these life experiences. 1 Attraction” on Thursday, October 30th, 2014. I couldn’t agree more.
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. Customers deserve better.
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