Customer Think
AUGUST 11, 2023
Stefan Michel of IMD gave an example of using carbon credits to pay for expensive LifeStraws that purified water (in HBR, October 2014). Carbon credits came from not having to boil water using petrol or wood fires.
CallCare
AUGUST 11, 2023
From the Great Depression of the 1930s to the financial crisis of 2008, global recessions have been fairly common over the last century. These times of financial uncertainty not only put pressure on individuals, but can also challenge the resolve of even the most resilient of businesses and organisations. With almost two-thirds of chief economists believing a global recession is likely in 2023 , the business world is once again bracing itself for another period of turmoil and looking for innovat
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Customer Think
AUGUST 11, 2023
I’ve floated the idea of an Inverse Conway’s Law in previous posts before, but only in passing. So today I want to fully describe the concept, because I believe it is a useful way to understand some of the current challenges in martech — and why it may drive a major shift in marketing software in the AI Era. Conway’s Law (broad interpretation) To understand Inverse Conway’s Law, you first need to understand Conway’s Law. … Conway’s Law vs.
SurveySensum
AUGUST 11, 2023
You know how sometimes you interact with a brand, and it feels like you’re jumping through hoops to get things done? Like making a return, tracking orders, etc. Well, that’s where Customer Effort Score comes in. It’s a way for businesses to measure how easy or difficult it is for their customers to achieve their goals or get help when dealing with the brand.
Speaker: Jason Cottrell
Brands used to look for a vendor who could do everything. Over time, one vendor was no longer enough to meet a brand’s needs, and they added, added and added. Now they need all their vendors to work well together. That’s composable, and only some will make the cut. As customers — and your board — expect you to be in new channels and to rapidly adapt to shifts in the market, the need for true composability is more crucial than ever before.
Customer Think
AUGUST 11, 2023
Use our calculator to determine your own survey sample size. Plus, we provide a quick explainer on how to use sampling to improve your customer experience program and rein in fees. Clients ask me these questions all the time: “For a precise analysis, won’t it be expensive to examine every customer comment?
Customer Think
AUGUST 11, 2023
When initiating a customer advisory board (CAB) program, one of the first hurdles often faced by host companies is recruiting customers to join their initiative.
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