Having the right tools available will give you the best chance to
understand customer issues. The survey is no longer the only answer
to gain customer insight. Consider the following: Company Metrics...
Many companies overlook branding their customer intelligence
program. What often occurs is the program being called something
generic like, “The Customer Survey,” or even “The Walker Survey.”
If you're keeping up with the latest trends in customer experience
measurement, then I'm sure you've heard that identifying and
tracking your customers' emotions is important - vital, even.
Customers expect more from us today than ever before. In some ways
they expect magic. Fueled in part by experiences we all enjoy as
consumers, the expectations of companies in the
When it comes to the application of customer experience strategies,
companies tend to fall into one of three camps: Customer
experience, huh? These companies are clueless. They don't
understand why a...
Customer Experience (CX) leaders find themselves uniquely
positioned to foster collaboration between functions and with
customers. As one example, CX often builds an advocacy network of
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.