ShepHyken
MAY 19, 2017
When a customer writes a complaint online, review, tweet, post, etc., Your business is not where you are, it’s where your customers are… online. In a report by The Customer Experience Index in 2012 released by Forrester , 80% of businesses believe they are delivering superior customer service. don’t ignore them.
Beyond Philosophy
DECEMBER 20, 2017
A major 2012 collaborative secondary research effort, Engage for Success, by the University of Bath School of Management and Marks and Spencer in the U.K. Having studied drivers of customer advocacy behavior for over a decade, the relationship between engagement and advocacy is marginal and superficial.
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Beyond Philosophy
MARCH 19, 2015
A major 2012 collaborative secondary research effort, Engage for Success , by the University of Bath School of Management and Marks and Spencer in the U.K. question, the consistent financial impact of engagement on individual companies and their customers, i.e. on a micro level, needs to be addressed, understood and reported.
Customer Guru
AUGUST 21, 2018
Before starting her own firm, Megan served as the Vice President Principal Analyst, Customer Experience at Forrester Research. One of her most notable research works was Forrester’s Customer Experience Management Maturity Model. Rod Butcher Follow @rodbutcher.
ChurnZero
FEBRUARY 1, 2019
Gregg is a battle-tested Customer Success professional with over 15 years of experience in roles at K2 Sports, Tableau, AnswerDash, and Rightside. Most recently Gregg served as the Director of Customer Success and Experience at Zipwhip. Dave Ginsburg, Chief Customer Officer, UserTesting.
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