Exceptional Experiences = Brand Loyalty and Growth
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Customer Satisfaction
Technology: Experience Super Drug? Or Placebo?
The recent PWC report “Experience is everything: Here’s how to get it right” validates many of the principles leading global CX authority Lior Arussy has consistently expressed long before others spoke about them. Almost a decade ago we used to joke and say, “A fool with a tool is still a fool.” In most cases
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CX – It Takes a Village
We have all heard the proverb “It takes a village to raise a child.” It means that an entire community of people must provide for and interact positively with children for those children to experience and grow in a safe and healthy environment. The same holds true for customer experience programs—it takes an entire organization
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Are Boy Scouts Masters of Change Management?
Only 2% of all Boy Scouts throughout history have become Eagle Scouts. (Yes, I am the proud parent of an Eagle Scout.) 87% of business leaders agree that exceptional customer experience is a must for their organization. While there is no true measure of the number of companies that are customer-centric, about two-thirds of companies
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Help! My NPS is Falling!
Ten years ago, I wrote an article for The Hub declaring that an insight statement does not include a percentage symbol. While that may be glaringly obvious to anyone who has been in the market research industry for a while, it was an “insightful” enough opinion at the time that the article was published and
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CX Driver Analysis
Key driver analysis research is not new. The goal is to identify the different customer touchpoint experiences, which are drivers of an organization’s overall performance measure (e.g., NPS, Overall Satisfaction, Effort/Ease, etc.). Essentially, a driver analysis computes importance scores, which then prioritize the touchpoint experiences that have the greatest impact on performance measures. There are
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