2013 Consulting Personalization 
Beyond Philosophy
JANUARY 19, 2015
Having often addressed the power of informal communication ( [link] ), it’s always gratifying to have confirmation by respected research and consulting organizations. Consumer motivation research (“On Brands and Word of Mouth”, Journal of Marketing Research, August, 2013), conducted by several professors at U.S.
Beyond Philosophy
MARCH 2, 2016
They analyzed four million phone calls from 2013 to 2015. When we consult our clients about how to improve their Customer Experience, we always talk about the expectations of Customers. These expectations are based on a number of factors, not the least of which is the personality of the person who has them.
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Beyond Philosophy
FEBRUARY 3, 2015
Zhecho Dobrev, one of our consultants published his musings on this concept. As Aagaard points out, which gym a person joins is often driven by where the gym is. 25 March 2013. Dobrev asserts that most consumers say they want more choices, but they really want just enough choices. So, the company added the words “Find your gym.”
Beyond Philosophy
AUGUST 15, 2016
They might be low or high, depending on a number of factors that include our history and our personality. In our Customer Experience consultancy, we know that emotions are responsible for more than half of any Customer Experience. Do more than your Customers expect. All of us have expectations from a Customer Experience.
Beyond Philosophy
FEBRUARY 25, 2016
As many marketing and public relations consultants, academics, economists, and business writers have observed, today we’re living in a reputation economy, where trust and customer experience – even more than product or service features – are coin of the realm, as real as legal tender. In January, 33% of U.S.
Beyond Philosophy
JANUARY 26, 2015
Target , who suffered the data breach in 2013, knows the importance of this immediate and comprehensive action. Anything else gets my personal VETO. Immediate notification that includes next steps for Customers is the standard protocol for Customer-centric companies in the event of a data breach.
Beyond Philosophy
AUGUST 15, 2019
Peppers recalls a consulting gig for a large public enterprise outside the US a few years ago that measured their NPS every month. At the end of 2013, the strategic NPS plummeted, and all the bonuses were canceled. In our Global Customer Experience consultancy , we look at the area of customer emotions.
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