2014 Customer Experience Management Customer Retention Management 
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
Here are some of the most comprehensive facts and figures that I’ve come across: A recent study of the Value of Customer Experience amongst two $1 billion+ businesses published in Harvard Business Review (HBR) managed to quantify the effects of good customer experience. 26 August 2014. < 24 April 2014.
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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. Make It Manageable.
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
Over time, however, it’s clear that while the technical aspect is important, the personality and attitude of your job candidates are critical to improving your Customer focus in your experience. Ensuring the management doesn’t get in the way. 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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