Beyond Philosophy
DECEMBER 11, 2020
I defined it for myself as the mix of rational and emotional parts of an interaction with a customer, which later became my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002). Once you realize that emotions are a significant part of the process, it is time to work them into your business strategy.
Beyond Philosophy
OCTOBER 19, 2016
Who are these clients that call us wringing their hands after lying awake at night consumed with anxiety about their stagnant NPS scores? Since 2002, I have worked with all types of industries. What are the easy things I say have already been done? What is this “next level of Customer Experience?”. Well, I will tell you.
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Magellan Solutions
JULY 15, 2021
Moreover, they’re usual consumers are SMEs from APAC and North America. This way, the B2B consumers can also verify themselves how effective the campaign is based on their experience. On top of that, there are 80 completed leads that the sales team has yet to call for follow-ups. . Challenges. Challenges. Challenges.
SurveySensum
JULY 17, 2023
According to PwC, “ Global Consumer Insights Pulse Survey ” 42% of customers surveyed cited products being out of stock as their biggest point of frustration. In September 2002, according to the New York Times , Netflix sold around 190000 DVDs per day. Frustrating, right? But why is that?
SurveySensum
JULY 17, 2023
According to PwC, “ Global Consumer Insights Pulse Survey ” 42% of customers surveyed cited products being out of stock as their biggest point of frustration. In September 2002, according to the New York Times , Netflix sold around 190000 DVDs per day. Frustrating, right? But why is that?
C3Centricity
MARCH 31, 2020
71% of consumers say that valuing their time is the most important thing a company can do to provide them with good service. According to the 2002 Mobius Poll, 84% of customers are frustrated when a representative does not have immediate access to their account information. Customers want companies to value their time.
GetFeedback
JANUARY 6, 2020
Let’s start with some basics about what it means to be a business-to-business (B2B) and business-to-consumer (B2C) company. . B2C companies sell to consumers. Just one company selling to one consumer, right? . What is the difference between B2B and B2C? At a high level, the difference is obvious. Not so fast. . Sorry, not quite.
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