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4 out of 5 organizations have not increased their customer satisfaction since 2010!

Beyond Philosophy

We asked Forrest Morgeson, assistant professor of marketing at the Broad College of Business at Michigan State University and the director of research at the Customer Satisfaction Institute at Michigan, to discuss it with us on the podcast. In other words, we can compare satisfaction today to what it was in 1994, 2000, or 2005.

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Partner Spotlight: iLink

Aspect

iLink Solutions , an ARCOM Group company , was founded in 2005 and has been an Aspect partner since 2007. iLink offers complete products and services to the market, in a flexible and agile way, while always remaining cognizant of customers’ needs. who is poised and ready to bring Aspect Via to the Brazil region. ? .

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Why Too Many Organizations Do Not Take Customer Complaints Seriously

Beyond Philosophy

As you might know, my podcast does an “I’m in a Pickle” feature where business people send in their business problems with customer strategy for our consult. If I reflect on the organization I was with, they were like that because the company was the dominant player, in a position a smidge below a monopoly of the market.

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Aesthetics: Why This is A Vital Part of Your Experience

Beyond Philosophy

We had Claudia Townsend, associate professor of marketing at the University of Miami at the Miami Herbert Business School, as a recent podcast guest. ” As a result, the focus on aesthetics has become universal in marketing efforts today. . Townsend chose to study it because there was shockingly little academic research on it.

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Designing Country Culture into Your Global Experience

Beyond Philosophy

This exercise is one of the first things we do when consulting an organization. In research that we did with London Business School back in 2005 for my book The DNA of Customer Experience: How Emotions Drive Value , we discovered that 20 emotions drive and destroy value. These are core emotions.

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Nudges: Make Sure Yours Work!

Beyond Philosophy

Per an article in the NY Times a few weeks ago about a review published in The New England Journal of Medicine back in 2005, as many as two-thirds of hospital admissions related to medication problems were the result of “noncompliance.” This nudge wouldn’t work, however, if you weren’t on the market for shirts. Attractive.

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Like Just About All of Their Customers… I LOVE Wegmans!!!

Beyond Philosophy

Stores are attractively laid out, almost like an old-world open-air market. Since Fortune Magazine first started its “100 Best Places To Work” in 1998, Wegmans has made the list; and in 2005, it was named the best employer in America. There are tea bars, multiple eat-in options, and chef-prepared breads and meals to take home.