Beyond Philosophy
MAY 8, 2019
These results were also published in my third book, The DNA of Customer Experience: How Emotions Drive Value (Palgrave Macmillan, 2007). It’s part of the brand and its relation to Customer Experience. Then, it can become experience-specific. As you can see, there is at the bottom, a Destroying Cluster.
CX Journey
JANUARY 8, 2016
Are you focusing on a benchmark that may not or may no longer be a valid mark to strive for? I recently came across the following Chinese parable, and as I often do, wondered how this story might apply to customer experience measurement and management initiatives. So how do we tie this story to customer experience?
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CSM Magazine
NOVEMBER 18, 2016
The banking and financial services sectors have the best levels of customer service satisfaction in the UK – that’s according to Bright, which today released the results of its first ever ‘Industry Satisfaction Survey’, via its latest Customer Experience Report. Media: 81%. Housing: 77%.
CSM Magazine
JULY 29, 2015
MaritzCX has announced CXMasters™, an intensive career development event for customer experience (CX) professionals who want to expand and validate their skills, increase customer loyalty, and earn professional recognition. The courses address material for beginner, and intermediate-to-advanced customer experience knowledge.
Fonolo
APRIL 17, 2019
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. Successful case studies.
Education Services Group
FEBRUARY 26, 2019
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. As with any adoption metric, there’s no hard-and-fast answer for how often customers should be logging in. How Many Features is the Customer Using?
Education Services Group
FEBRUARY 25, 2019
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. As with any adoption metric, there’s no hard-and-fast answer for how often customers should be logging in. How Many Features Is The Customer Using?
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