Clarabridge

JULY 18, 2018

In September 2009, Simon Sinek stood in the middle of a stage in a cozy theater in Puget Sound, Washington and delivered one of the most iconic TED talks to date. Although customer experience (CX) was a nascent space back in 2009, it is easy to extend his argument to the customer experience space today.

Customer effort 40

Customer effort Engineering Feedback Technology 40

Clarabridge

MARCH 2, 2017

I am not thinking in terms of customer effort score or satisfaction. In 2009 as social media took hold, a new category emerged: “A person like yourself”. For example, I regularly recommend Everlane, Lush, and Toms, but it has nothing to do with how easy they are to do business with or my level of satisfaction in the moment.

Benchmark 49

Benchmark Government Big data Analytics 49

Clarabridge

MARCH 2, 2017

I am not thinking in terms of customer effort score or satisfaction. In 2009 as social media took hold, a new category emerged: “A person like yourself”. For example, I regularly recommend Everlane, Lush, and Toms, but it has nothing to do with how easy they are to do business with or my level of satisfaction in the moment.

Benchmark 45

Benchmark Government Big data Analytics 45