article thumbnail

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

Beyond Philosophy

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? Guess what? So, how can this be?

article thumbnail

The Top 50 Customer Service Experts of the Decade (2010–2020)

Nextiva

Behind that change are customer service experts who helped redefine the customer experience. Look at any industry, and you’ll see a rigorous focus on keeping customers happy. Companies today care about the customer journey and invest in their customer’s success. This phenomenon is no […].

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Stop Making Excuses! COVID Isn’t the Reason Customer Experiences Are Declining

Beyond Philosophy

Over the last 20 years, Customer Experience has been a concept embraced by businesses. . However, despite this emphasis on providing excellent experiences, customer satisfaction levels have not improved. As you can see, this was pre-pandemic and a time that I think of as the height of the Customer Experience movement.

article thumbnail

80% of the companies fail to increase their satisfaction since 2010, why?

Beyond Philosophy

After nearly two decades of investment in customer experience, only 20 percent of organizations have managed to improve their customer satisfaction scores—leaving the vast majority, 80 %, having failed to do so. In this episode, we explore what this means to customer experience then, now and in the future.

article thumbnail

An Authoritative view: Three Pioneers of CX predict big changes in 2023

Beyond Philosophy

Every so often, I get a chance to chit-chat with colleagues of mine about the future of customer experience. This time, my colleagues were pioneers in customer experience, Lou Carbone ( Experience Engineering.com) author of Clued In , and Joe Pine (StratgicHorizons.com) , author of The Experience Economy.

article thumbnail

How to fix customer experience by keeping your promises

Toister Performance Solutions

The following is an excerpt from The Guaranteed Customer Experience: How to Win Customers by Keeping Your Promises. Same-store sales rose 14 percent in the first three months of 2010. A video released by Domino's in July 2010 showed a behind-the-scenes look at how pizza commercials were filmed. I guarantee it."

article thumbnail

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. Keeping Customers results in a high increase in value. Focusing on customer retention with a better Customer Experience will benefit your bottom-line expenses.