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Now Revealed and Proven: (The True Marketing Value of) Return on Word of Mouth

Beyond Philosophy

As a long-time believer in the power of word-of-mouth and brand favorability in b2b and b2c marketing ( [link] and [link] ), he deserves a sincere thank you for bringing this insightful piece of work to everyone’s attention. WOM is at least as important as other inputs to optimize KPIs.

Marketing 398
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Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Beyond Philosophy

Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. These are almost guaranteed not to be memorable, not to be talked about (unless neutrally or negatively), and not creating outside-in advocacy and value creation. Committing to customer experience: applying the concepts.

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Why, Oh Why, Is ANYBODY Still Measuring Customer Satisfaction?

Beyond Philosophy

35 years ago, Deming said “Profit in business comes from repeat customers, customers that boast about your product and service, and that bring friends with them”, he was talking about what, for the past decade, we have understood, and effectively measured and applied, as customer advocacy behavior.

B2C 150
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The 20 Stakeholder Experience Emotions: Which Are Most Positive and Value-Enhancing, and Which Are Most Negative and Value-Destroying?

Beyond Philosophy

Since 2005, over 50,000 respondents, in 49 countries and multiple b2b and b2c industries have participated in research incorporating the Hierarchy model emotions. In this post, we are addressing the perceived value influence of emotions and memory on b2b and b2c customers. Some additional stats: We have asked approximately 4.5

B2C 207
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5 most popular Webinars of CustomerSuccessBox

CustomerSuccessBox

Speakers: Puneet Kataria with Antony Lipman is CustomerSuccess and training manager at Practi Test- a leading end-to-end test management platform and Aaron Thompson is a General Partner at SuccessHACKER, the leading provider of Customer Success Enablement and Education. Webinar 4- Customer Success Strategy for an Economic Downturn.

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What is Customer Success and Why is it Important?

Nicereply

This will, in turn, will help you: Build stronger customer relationships Earn customer trust Improve customer satisfaction Happy and satisfied customers often become advocates who rave about your brand on social media and review sites.

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I Can’t See the Forest—the Trees are in the Way

Horizon CX

I wonder whether this is endemic to only large bureaucratic organizations where it is often impossible to connect with a live human being to discuss customer issues in a logical common sense manner. I can’t be the only B of A customer experiencing this.

B2C 40