Storyminers

JULY 6, 2020

His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more. Marsha Collier. Martha Brooke.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Bob Hayes

NOVEMBER 2, 2015

The sample of respondents were solicited from Amazon Turk to complete a customer survey about their current wireless service provider. The customer survey contained several questions that included the new method (i.e., What one word best describes your wireless service provider?") I received 460 completed survey response.

Wireless 40

Wireless Loyalty Measurement Customer relationships 40

Bob Hayes

JANUARY 26, 2015

B2B and B2C) allow me to take a look at the usefulness of the metric in a business setting. Toward this end, I will use the CSI in two studies (same samples used in prior post) to examine the correlation of the CSI with other commonly used customer metrics, including likelihood to recommend (e.g., The study samples (i.e.,

B2C 40

B2C B2B Wireless Metrics 40

Bob Hayes

MARCH 2, 2015

Results show that the customer-generated words can be reliably scaled along a sentiment continuum and that these scores (CSI) are logically related to important customer experience metrics, like customer loyalty and satisfaction with the customer experience. not likely to recommend).

B2C 40

B2C Net Promoter Score B2B Analysis 40

Pointillist

OCTOBER 22, 2018

In a recent Forrester survey, only 35% of CX professionals reported that they are measuring how their most important customers feel about their most important experiences. An even smaller number, 21%, were confident that they shared these metrics in an actionable way. Make your CX metrics actionable.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

Michel Falcon Experience

JULY 17, 2015

But first we need to learn what customer experience is—as well as what it isn’t—and discover why organic growth is a must. Keynote: Verizon Wireless Retail Summit. And here’s why I want to teach you: for nearly a decade, customer experience has been my niche.

Industry 60

Industry eBook Employee Experience System 60

Michel Falcon Experience

APRIL 11, 2019

Eventually the first big boy/big girl client that I got was Verizon Wireless. The micro are those light memorable touches that you, or your employees, or your customers. Truth be told, I started my career as customer experience management being the thing. The clients started off really small. It’s so bad.

Culture 60

Culture Leadership Hospitality Meeting 60

Michel Falcon Experience

MARCH 12, 2019

And it was ‘Customer experience management’ And it made sense to me. ” And it was super niche, 2007 nobody was really talking about it; shortly after, Zappos was the company that was really taking off, leveraging customer experience management.

Culture 12

Culture Employee Engagement Company Engagement 12