I recently read an article in the Journal of Marketing Research
titled “Consumer Behavior in ‘Equilibrium’: How Experiencing
Physical Balance Increases Compromise Choice” written by Jeffrey S.
Driving business impacting results is one of the key
responsibilities we all have as customer experience
professionals. While it is arguably one of the most important
things we do, it is also one of...
Here is a frightening but too-common scenario. A long-standing
business customer has received top-notch product quality and
support but suddenly decides to bid the work out. Or despite a long
I just read an article in the September 2013 Harvard Business
Review titled, “The Truth About Customer Experience” by Alex
Rawson, Ewan Duncan, and Conor Jones. This article really made me
Information gathering forms the foundation of a successful customer
listening system, and ensures a company has the right inputs to
drive meaningful actions that will impact business performance.
Top customer experience professionals know how to get things done.
In particular, they know how to work through others to drive
results. In a series of blog posts I’m taking a look at several
Validation involves demonstrating how customer initiatives are
impactful on other authoritative sources of information that drive
companies’ business success. Characteristics of world-class
As January comes to a close, I thought it might be beneficial to
pause for a moment and provide some thoughts on what trends we see
emerging in the science of customer listening. Over the next