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Employee Culture: Why Amazon is on Top and Bank of America Isn’t

Beyond Philosophy

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. That is to say, Amazon has it—and Bank of America doesn’t. The idea came from an employee that had been with the company for a year.

Banking 347
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How to Improve Surveys: Amas Tenumah Interviews Martha Brooke

Interaction Metrics

Is your survey a customer listening vehicle? On this episode of the ‘Amas Talks’ podcast, Amas and Martha agreed that if you’re considering how to improve surveys, a survey audit is the first step toward excellent survey design. Or could it be improved? Amas: You’ve been around this space forever.

Surveys 62
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Employee Culture: Why Amazon is on Top and Bank of America Isn’t

Beyond Philosophy

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. That is to say, Amazon has it—and Bank of America doesn’t. The idea came from an employee that had been with the company for a year.

Banking 150
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2023 National Customer Rage Study

Connecting the Dots

Reflections On 20 Years Of Investigating Rage & The New Age Of Rage THIS IS THE TENTH EDITION OF THE NATIONAL CUSTOMER RAGE SURVEY This wave of the National Customer Rage Survey marks the tenth edition of the rage study, dating back to 2003. And the National Customer Rage Survey was born.

Surveys 62
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More Seeking Revenge

Connecting the Dots

Some 74% of the 1,000 consumers surveyed said they had experienced a product or service problem in the past year. That reversed a downward trend with regards to revenge-seeking behavior: The average percentage of customers seeking revenge between 2003 and 2017 was 17%.

Surveys 62
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Brands Ignoring Consumers on Social Media Are in Trouble (Infographic)

Provide Support

Gone are the days when we didn’t need to worry about using social media for customer support. According to the Sprout Social report 90% of people surveyed have used social media in some way to communicate directly with a brand. © 2003 - 2015 Provide Support LLC. But today, it’s not even a question. Read more.

Surveys 47
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4 Reasons Why Omnichannel is Now Key to Customer Support

Comm100

Others even further back in 2003. Whenever and how ever it began, omnichannel has never been more important, and it has now become crucial to successful customer experience (CX). We all know that the customer drives the strategy behind customer support – after all, ‘the customer is always right’!