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To Mark the Spot with Benchmarking or Not?

CX Journey

Are you focusing on a benchmark that may not or may no longer be a valid mark to strive for? I make the connection vis-à-vis benchmarking your voice of the customer metrics, e.g., NPS, customer effort score, satisfaction, and loyalty. Benchmarking is stupid. How's a benchmarker supposed to keep up?! Why is it stupid?

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Emotions Drive Spending, But Do You Know Which Ones Drive the Most?

Beyond Philosophy

These results were also published in my third book, The DNA of Customer Experience: How Emotions Drive Value (Palgrave Macmillan, 2007). If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire.

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Marketing Operations Defined for Wikipedia, Part I

ClearAction

The rise of the MO function was first observed by analyst firm IDC in its annual Tech Marketing Benchmarks study early in 2005, with industry guidance in the form of a detailed analysis and framework for the staffing requirements and responsibilities for this role’s contribution to the marketing organization.

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Kerching! Banking and Financial Services Top UK Customer Satisfaction League

CSM Magazine

It has taken a huge amount of effort for the banking and financial services industries to turn the tide of public opinion that was so viciverous in its criticism post-2007. Commenting on the report, Mats Rennstam, MD, Bright UK, said: “Only a few years ago, the findings of this research would have been unthinkable.

Banking 40
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CX Pros to Advance Careers and Programs at New Training and Certification Event

CSM Magazine

The MaritzCX team invented Voice of the Customer (VoC) training and has certified hundreds of CX professionals since 2007, creating a recognized industry credential that continues as a benchmark today,” said Bassam Salem, chief operating officer, MaritzCX. “As CXMasters will be held September 14-17, 2015 in Salt Lake City.

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What’s the Deal with Air Canada?

Fonolo

This certified airline rating system is recognized as an industry benchmark of airline standards in airport and cabin staff services’ onboard products; and business-class lounge offerings. In 2007, it was the first in North America to introduce mobile check-in with electronic boarding passes.

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5 Questions to Gauge Customer Adoption

Education Services Group

Unless you’re one of the first people to buy an iPhone, way back in 2007, there was probably a time when you thought a smartphone was unnecessary. You’ll have to establish your own benchmarks, based on past users who renewed, and compare current users to those numbers. Think back to your first smartphone.