Beyond Philosophy

OCTOBER 10, 2016

When striving for the next level of Customer Experience, it is critical to understand how your customers make decisions. As Customer Experience Consultants, we see our clients presume that customer evaluations of an experience occur at the product level. In fact, it seems like your customers didn’t notice the changes.

Retail 167

Retail Customer Experience Customer Satisfaction 167

Zendesk

JANUARY 4, 2023

Their clients include Goldman Sachs and biotechnology company Biogen. Companies are also getting the memo that employees, customers, partners, and markets prefer sustainable companies. Otherwise, there could be consequences. With climate change, we can predict what’s coming.

Manufacturing 52

Manufacturing Construction Finance Start-ups 52

Lumoa

APRIL 7, 2022

The NPS system was created by Fred Reichheld and his team at Bain & Company and Satmetrix Systems in 2003 to help companies improve their marketing strategies to better serve customers’ needs with real, verifiable data that they could analyze and act on. So, without further ado… Why is NPS important?

NPS 83

NPS Net Promoter Score CEM Customer Satisfaction 83

CX Journey

NOVEMBER 15, 2017

All we have is the relationship around the values of the company and what we bring to the customer every day. If you take a look at Goldman Sach's principles and standards , you'll see the first one states that they do everything in the best interest of their customers - and the last one on the page is all about honesty and integrity.

CX 50

CX Technology Technology Customer Experience 50

Qualtrics

JUNE 17, 2020

Erika is a former FS expert, who’s now Chief Diversity Officer at Goldman Sachs. He’s responsible for a wide range of companywide programs and initiatives that support, drive and influence HP’s diversity philosophy, strategy, goals, customer relationships and business results. Erika Irish Brown. Dalana Brand. Tariq Meyers.

Education 61

Education Start-ups Gaming Customer Relationship 61

Qualtrics

MARCH 19, 2020

It’s one of the most common questions we’ve had from our customers and partners in the past two weeks - and yes, it might feel trivial to ask right now - but, is now the right time to formally ask employees for feedback ? Concerns meetings customer needs. Originally published on Forbes. Roadblocks to getting work done.

50

50

Customer Bliss

FEBRUARY 13, 2018

“Brands need to do things that build trust and reliance, just like you would in interpersonal relationships,” says Josh Ives , the VP of Customer Experience Management and Strategy at Samsung Electronics America. Present the Customer Experience Story to Leadership. Assess the Work to be Done and Focus.

Customer Service 56

Customer Service Retail CX Start-ups 56