Beyond Philosophy
JANUARY 15, 2022
Not only that, but a recent report from the American Customer Satisfaction Index (ACSI) suggests that only 30 percent of companies tracked by ACSI improved their score—since 2011. That means that 70 percent of companies either had flat results or saw a decline in customer satisfaction. Please tell us how we are doing!
Beyond Philosophy
MAY 8, 2017
Back in 2011, Boston College performed an interesting study involving everyone’s favorite energy drink, Red Bull, and the behavior it evoked in study participants. Red Bull is far from being the only brand that manages its Customer Experiences from an emotional viewpoint.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Beyond Philosophy
NOVEMBER 10, 2014
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. In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises.
Beyond Philosophy
FEBRUARY 15, 2018
The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011. Wells Fargo blew it with their customers. Extreme Says It Best for Wells Fargo.
Beyond Philosophy
NOVEMBER 15, 2019
Finally, we discuss that once you have a Price Image, what you can do with it from a Customer Experience standpoint. The scuffed floors and cardboard boxes communicate messages about the experience without being explicit. Subconscious signals your experience gives are vital to the outcome of your Customer Experience.
Beyond Philosophy
FEBRUARY 19, 2019
A Customer Experience focus is a necessity of survival in today’s hyper-competitive and disrupted retail market. I was talking to the C-Suite of a retailer (who shall remain nameless) about Customer Experience. Baker Retailing Center from 2011 to 2017, where she witnessed retail chaos firsthand.
Beyond Philosophy
JULY 23, 2019
User Privacy concerns came to a head in 2011, when the Federal Trade Commission (FTC) accused them of not upholding their privacy policy of sharing private information publicly. for your Customer Experience. The Intuitive Customer podcasts are designed to explain the psychological concepts behind customer behavior.
Expert insights. Personalized for you.
171 
Let's personalize your content