Adrian Swinscoe

OCTOBER 31, 2023

Today’s interview is with Dr. Peter Kim, Professor of Management and Organization at the University of Southern California Marshall School of Business and author of a […] The post The science behind repairing trust – Interview with Professor Peter Kim first appeared on Adrian Swinscoe.

Customer Relationship 100

Customer Relationship Customer Experience Management Customer Service Customer Experience 100

CX Journey

SEPTEMBER 16, 2014

Background image courtesy of Unsplash Which should you focus on: reputation management or customer experience management? companies have a myriad of options for listening to customers online and uncovering when and where good and bad experiences are taking place. What on earth is going on?!

Customer Experience Management 65

Customer Experience Management CEM Customer Experience Social Media 65

Beyond Philosophy

MARCH 2, 2016

New York and California residents talk the most; Oklahoma and Kansas residents talk the least. Taking into account these personality-driven expectations is one of the more advanced concepts we cover in our Advanced Customer Experience Management training. Every organization has customer groups. The average U.S.

Customer Experience 111

Customer Experience Customer Experience Management CX Technology 111

Kerry Bodine

JUNE 20, 2015

Transforming the Fan Experience 2015. Phillipines’ Customer Festival. Customer Experience Management Asia Summit. Digital Customer Experience Conference. Customer Response Summit. America’s Customer Festival. Next Generation Customer Experience. October 7, 2015.

CEM 97

CEM CX Contact Center Customer Loyalty 97

CX Journey

SEPTEMBER 10, 2015

Blair McHaney is a teacher, student, and practitioner of Customer Experience Management. years in Palo Alto California as VP of Strategic Initiatives for Medallia, the world's leading customer experience management technology company. He spent 2.5 He is currently President of Club Works Inc.,

Customer Experience 76

Customer Experience CEM Customer Experience Management Start-ups 76

Beyond Philosophy

NOVEMBER 4, 2014

The jam study took place in a gourmet market in California. Both psychologists and economists agree that too many choices can paralyze consumers so they can’t make a choice at all. This concept was well illustrated by Columbia University’s Professor Sheena Iyengar’s famous jam study.

CEM 113

CEM Customer Loyalty Customer Experience Management Customer Experience 113

CX Journey

MARCH 31, 2016

Although customers may easily recall an especially positive or negative experience, their ability to recall the specific details sought in a survey with accuracy is extremely limited. Josh Stern is CEO of Reality Based Group , based in Austin, Texas.

Mystery Shopping 39

Mystery Shopping Actionable Insights Customer Survey Customer Retention 39