Sun.Feb 16, 2020

5 Top Customer Service Articles For the Week of February 17, 2020


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

Customer Experience is more than a Score

Daniel Group

Our clients often ask about how to most effectively use the outcome score (e.g., NPS ® , loyalty index, overall satisfaction, etc.) to improve the customer experience. Over the years, a number have opted to include an objective for Net Promoter Score® performance, as an example.

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All you need to know about Brand Development Strategies


Do you know that companies have a brand value apart from their market cap? For example, Amazon’s market cap is $885.3 billion (in 2019) and its brand value was pegged at $125 million by Interbrand , a brand consultancy firm. In its report, Apple was the world’s strongest brand at $234.2 million.

Introducing The Forrester Now Tech: Adobe Implementation Services, Q1 2020

Forrester's Customer Insights

Adobe is the most purchased marketing technology software vendor globally, according to the Forrester Analytics Global Business Technographics® Priorities And Journey Survey, 2019.

A New Segmentation Model for Customer Onboarding

In this eBook, we will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.