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. Keeping Customers results in a high increase in value. Focusing on customer retention with a better Customer Experience will benefit your bottom-line expenses.
Beyond Philosophy
MARCH 19, 2015
‘Employee engagement’ has many meanings and interpretations, but relatively little of it has to do, by conceptual definition, specifically with impact on customer behavior. Typically, there is little or no mention/inclusion of ‘customer’ or ‘customer focus’ elements either in measurement or analysis of employee engagement.
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Beyond Philosophy
JUNE 4, 2015
Just on the basis of comparison to the S & P 500, the public companies singled out by Firms of Endearment returned 1,026 percent for investors over the 10 years ending June 30, 2006, compared to 122 percent for the S & P 500, more than an 8 to 1 ratio. Does it understand customers, and their individual journeys?
PeopleMetrics
SEPTEMBER 17, 2015
It comes from psychologist Jonathan Haidt’s 2006 book, The Happiness Hypothesis , and it compares your emotional, automatic mental processes to an elephant—lumbering, inflexible, and massive. Motivating Customer Experience Improvement. If you’re a customer experience leader, that duality is important to understand.
Beyond Philosophy
NOVEMBER 4, 2023
However, another statistic shows that only 30 percent of organizations have improved their experiences enough to satisfy customers over the last ten-plus years, and it’s getting worse not better. 23:06 Colin shares a statistic from Emplify that explains why customers will pay a higher price to buy from you.
ShepHyken
JULY 28, 2017
This week we feature an article by Ted Janusz who writes about how customers are always looking for a better customer experience. It’s important to stay up to date on new technology and trends in order to keep your customers and attract new ones. . That’s why we haven’t built a major enclosed mall since 2006.”.
Beyond Philosophy
JANUARY 16, 2018
To be a truly ‘people first’ enterprise, making both employee experience and customer experience an obsession, culture and operational processes are critical. In 2006, when it was sold to Bank of America, MBNA was an enterprise of 25,000 employees, the U.S.’ My paradigm example is, or was, MBNA America.
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