2014 Customer centricity Customer Experience 
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
JUNE 12, 2015
With all the focus on Customer Experience over the years, and the increasing resource that organizations have put into improving the Customer Experience, what have been the results? The American Customer Satisfaction Index (ACSI) uses an overall U.S. over the four quarters of 2014).
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Callminer
MARCH 13, 2014
With customer experience management more important than ever, customer satisfaction has become an area of focus. Here’s a look at 3 best practices to establish call center customer-centricity.
Beyond Philosophy
MAY 14, 2015
While call center usage is about the same, use of FAQ pages increased from 67% in 2012 to 76% in 2014, according to Forrester. Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). Clearly, more Customers want self-service options. (Source: Brian Manusama, Gartner.com ).
Beyond Philosophy
DECEMBER 8, 2014
We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ The way we did business years ago with a small base of customers was one-on-one, face-to-face, and we knew them intimately. Communicate Often and Clearly.
Beyond Philosophy
NOVEMBER 4, 2014
Resolving the paradox of choice should be a priority for most organizations that want to design a Customer Experience that creates a feeling of satisfaction instead of one of angst and remorse. 19 August 2014. < 19 August 2014. < It is a paradox to be sure, and one commonly referred to as the Paradox of choice.
Beyond Philosophy
OCTOBER 3, 2014
In doing so, the Royal Yacht Britannia team has thought through every aspect of the visit to create an excellent Customer Experience. Downie explained that this was the result of recognising that Customer Service is only the final action in what has to be a much more strategic focus on the whole Customer Experience. “If
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