Beyond Philosophy

JANUARY 7, 2016

We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. In many cases the initial focus on Customer Experience and new customer measures, like Net Promoter, delivered some improvements but they have been short-lived. My Prediction .

2016 74

2016 2002 Insurance Books 74

Beyond Philosophy

JANUARY 7, 2016

We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. In many cases the initial focus on Customer Experience and new customer measures, like Net Promoter, delivered some improvements but they have been short-lived. My Prediction .

2016 60

2016 2002 Insurance Books 60

SuiteCX

FEBRUARY 22, 2017

His book Service Management: Strategy and Leadership in Service Business, Third edition (2002) gives us the greatest insight to his thought process regarding MOTs. The organization typically dictates the customer’s journey, and therefore, determines the time and effort required from customers.

Touchpoint 45

Touchpoint Definition Airlines Interaction 45

SuiteCX

FEBRUARY 22, 2017

His book Service Management: Strategy and Leadership in Service Business, Third edition (2002) gives us the greatest insight to his thought process regarding MOTs. The organization typically dictates the customer’s journey, and therefore, determines the time and effort required from customers.

Touchpoint 40

Touchpoint Definition Airlines Interaction 40