Horizon CX

DECEMBER 1, 2023

By tailoring its services to meet and exceed customer expectations, Amazon has secured customer loyalty, driving market share growth, and enhancing its overall strategic position. The company positions itself as a provider of premium products and services, and positive customer experience is central to maintaining this brand image.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Customer Bliss

MARCH 30, 2017

A look inside the Wendy’s customer experience lab outside of Columbus, OH. When Wendy’s did their customer experience lab, they staffed it with engineers, customer experience professionals, and user experience professionals. The yin and yang of customer experience labs.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

Alida

SEPTEMBER 22, 2016

Mike Thiede, customer experience consultant at Alliant Energy, agreed, saying that continuous engagement is required to ensure your customer personas reflect changes in preference and taste. RELATED STORIES: Finding power in feedback: How Alliant Energy drives award-winning customer experience [blog post].

Innovation 100

Innovation Marketing Social Media Healthcare 100

Chattermill

JUNE 25, 2019

If we look back at the last decade in business, consumer preferences have been altered by startups offering standout customer experiences. These startups have since morphed into industry leaders by making customer experience a competitive advantage. Review Customer Data by Cohort.

Customer Experience 45

Customer Experience Customer Centricity Effort Score ROI 45