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

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

CSM Magazine

MAY 19, 2023

CSAT scores are typically gathered through surveys, where customers rate their satisfaction on a scale of 1 to 5. Net Promoter Scores Net Promoter Score (NPS) is another metric to assess customer experiences. This involves prioritizing customer needs and preferences.

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score Effort Score 52

Chattermill

JUNE 25, 2019

Large fintechs such as Transferwise have made sending money across the globe a dream for users. In the entertainment industry, Spotify and Netflix have been ingenious with their use of customer data to create personalised experiences and have made the customer’s experience a cornerstone of their strategy.

Customer Experience 45

Customer Experience Customer Centricity Effort Score ROI 45