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.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Beyond Philosophy

APRIL 7, 2016

Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. Since 1994, the ACSI score rose from 74.8

Net Promoter Score 113

Net Promoter Score 2002 CEM 2013 113

Beyond Philosophy

OCTOBER 24, 2014

At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. Downie compares their journey to “driving a snowplow for Customer Experience in Scotland.” Embracing the emotional parts of the Customer Experience right from the start.

ROI 74

ROI Net Promoter Score CEM 2014 74

Beyond Philosophy

APRIL 7, 2016

Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. Since 1994, the ACSI score rose from 74.8

Net Promoter Score 60

Net Promoter Score 2002 CEM 2013 60

Experience Matters

APRIL 7, 2015

In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. 1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey.

2015 97

2015 Multi-Channel 2014 CEM 97