2011 Consulting Customer Experience Management 
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.
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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
NOVEMBER 15, 2019
Finally, we discuss that once you have a Price Image, what you can do with it from a Customer Experience standpoint. In other words, how do you manage the pricing in your firm? Focusing on pricing will help you manage your price image. That’s also true of Customer Experience actions and marketing actions, too.
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.
ShepHyken
MARCH 21, 2017
Diana Oreck on How to Be a Customer Service Rock Star. What lessons can we learn from rock stars in the world of customer service and customer experience, like Ritz-Carlton? And management at the Ritz-Carlton is fantastic, because they walk the talk. We should all expect respect and kindness.
Beyond Philosophy
NOVEMBER 4, 2014
Resolving the paradox of choice should be a priority for most organizations that want to design a Customer Experience that creates a feeling of satisfaction instead of one of angst and remorse. 29 July 2011. It is a paradox to be sure, and one commonly referred to as the Paradox of choice. The Paralysis of Too Much Choice.
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