Customer Guru

FEBRUARY 13, 2018

In this candid interview with Customer Guru, she discusses the challenges that she faced as a CX professional and how she resolved them. She has also explained the closed-loop process that has helped Ferns N Petals to massively improve the experience provided to customers.

Customer Experience Management 93

Customer Experience Management E Commerce Customer Experience 2002 93

Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? Guess what? So, how can this be?

2010 89

2010 Customer Satisfaction Competitive Advantage 2002 89

GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . Businesses need to be better at treating customers as individuals , each with their own goals and preferences. Personas help unlock customer insight.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

BirdEye

OCTOBER 31, 2023

SEO Image SEO Image has been around since 2002 and is headed by Alan Rabinowitz. The company handles SEO optimization as well as online reputation management. They use SEO to ensure the first thing your potential customers and clients see when browsing the internet is something positive. It can take a while to see results.

Management 110

Management Social Media Multi-Channel Feedback 110