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Category: Customer Experience

A Modest Increase in Customer Experience can Result in Significant Gains

Posted in Analytics, and Customer Experience

“Customer experience leaders have more than a 16 percentage point advantage over customer experience laggards in consumers’ willingness to buy more, their reluctance to switch…

How Do You Make Your Employees Customer-Centric?

Posted in Customer Experience

If you want a customer-centric company then you need to create a customer-centric culture. You need to create an environment in which your employees are…

Customer Experience is Critical to the Long Term Success of Business Today

Posted in Books, and Customer Experience

“Creating an exceptional customer experience is critical to the long term success of business today. The Customer Experience Revolution contains a treasure trove of vignettes…

A Superior Customer Experience beats the Vortex of Commoditization

Posted in Books, and Customer Experience

“Across industries we’re approaching the ‘Vortex,’ a feature horizon whereby winning customers and growing business is no longer a function of new features but something…

The Secret to Success to Creating an Excellent Customer Experience

Posted in Books, Customer Experience, Event, and Uncategorized

Whitney Quesenbery, author of Storytelling for User Experience and Global UX, says about The Customer Experience Revolution:  “Van Tyne and Bean explore case studies of…

The Next Generation of Customer Experience Leaders

Posted in Books, Customer Experience, Event, Experience Design, and Quotes

“This is the best business book in years! Bean and Van Tyne do a brilliant job of analyzing what winners do to create a world-class…

Customer Experience Satisfaction, Loyalty and Advocacy Questions

Posted in Customer Experience

When measuring your customer experience, there are three questions that you may ask your customer that will give you insight into their satisfaction, loyalty and…

Customer Experience, Brand and that Emotional Connection

Posted in Books, Brand, Customer Experience, and Emotional Design

“Where does your brand begin and end? Where does your marketing stop and delivering online start? With cloud computing, online purchases, SAAS use, and live…

Companies that delight their customers outperform their peers

Posted in Books, Customer Experience, and Experience Design

According to Larry Tesler, “Companies that delight their customers outperform their peers.” We should listen to Larry because he knows what he is talking about.…

Customer Experience and Creating a Voice of the Customer Program

Posted in Customer Experience

Vovici, provider of enterprise feedback management solutions, has an exclusive whitepaper, Getting Behind the Customer Experience Wheel, where they describe how to create a Customer…

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