At Satmetrix’s 8th Annual Net Promoter Customer Experience Conference, Richard Owen, President and CEO of Satmetrix, gave the keynote: Friends with Benefits or Enemies with Consequences: The promoter-driven economy and the next decade of innovation in customer experience. In his presentation, Richard shared five predictions for the next decade of NPS and CX: Pricing transparency … Read more
People are tired of surveys! I’m tired of surveys. We are over-solicited with surveys – in store, bottom-of-receipts; online; via pop-ups or post-purchase emails; and, more and more, on our mobile devices. We are experiencing survey fatigue (yep, that is a real thing). Just because you can survey your customers doesn’t mean you should. Surveys … Read more
Richard Owen, President and CEO of Satmetrix, had a lot to say at the Satmetrix’s 8th Annual Net Promoter Customer Experience Conference. At his keynote: Friends with Benefits or Enemies with Consequences: The promoter-driven economy and the next decade of innovation in customer experience, Richard explained that Satmetrix sees four important factors to the future … Read more
I was at the recent Satmetrix’s 8th Annual Net Promoter Customer Experience Conference where Richard Owen, President and CEO of Satmetrix, gave the keynote: Friends with Benefits or Enemies with Consequences: The promoter-driven economy and the next decade of innovation in customer experience. In his presentation, Richard explained that Satmetrix sees three types of NPS … Read more
Blending a fresh perspective, twenty-five years of experience working with world-class brands including Sony and Frito-Lay, and a talent for inspiring audiences, Denise Lee Yohn is a leading authority on building and positioning exceptional brands. Denise is the author of the new book What Great Brands Do: The Seven Brand-Building Principles That Separate the Best … Read more
According to IDC Retail Insights report “Satisfying the Omni-channel Consumers Whenever and Wherever They Shop” , Multi-Channel Shoppers spend, on average, 15% to 30% more with a retailer than a Single Channel Shoppers – which makes sense, since there are more channels from which to purchase. But the report goes on to state that Omni-Channel … Read more
Joseph Pine II and James H. Gilmore published Welcome to the Experience Economy for the Harvard Business Review in July of 1998 followed by the book, The Experience Economy: Work Is Theater & Every Business a Stage, in April of 1999 with an updated edition in 2011. Pine and Gilmore provide us with the first … Read more
Many organizations talk about being innovated but few truly are. Organizations create goods, services, spaces, places, events – experiences – for people. Innovated organizations know this and follow the principles of human-centered design to innovate. Human-Centered Design, as the name implies, is designing solutions around human. It is the process that innovators like Apple and … Read more
Psychologists William Edmund Hick and Ray Hyman define “the time it takes for a person to make a decision as a result of the possible choices he or she has” in the Hick–Hyman Law.That is, increasing the number of choices will increase the decision time logarithmically. This means that people subdivide their total collection of choices into categories, eliminating … Read more
I cannot over emphasize the importance of developing prototypes and reviewing them with your target audiences as early and often as possible. Determining, developing and delivering your customer experience is an Outside-in process. Too many companies make the mistake of thinking that they know what is best for their customers. Oftentimes they may think that … Read more
Though it is for many companies… This week Jack Cummings shared with us: “I recently had the unhappy experience of calling ATT internet support 8-9 times over a couple of months trying to get my ATT DSL fixed. Unfailingly each different, and they were always different, person to whom I spoke was polite and somewhere … Read more
Customer satisfaction (CSAT) is a measure of how products and/or services meet customer expectation. Organizations ask their customers whether their product and/or service have met expectations using a rating scale to measure. It is essential in today’s experience economy for businesses to effectively manage customer satisfaction. CSAT is a key differentiator and a key element … Read more