Beyond Philosophy
SEPTEMBER 19, 2019
In January, I was surprised and disappointed that research from Nunwood and Forrester, two significant firms in the Customer Experience movement, showed that Customer Experience was flatlining. Joanne Causon, CEO of the Institute of Customer Service , joined me on our podcast about this downward trend in Customer Satisfaction.
Magellan Solutions
JANUARY 26, 2024
When we started in 2002, many of our small and medium-sized clients struggled to articulate exactly what they required or how to benchmark success beyond vague notions of “doing a good job.” For customer service, CSAT, NPS, and service level targets help us benchmark satisfaction.
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Customer Bliss
APRIL 11, 2017
Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. (He Fred Reichheld had already written several books on loyalty. They wanted a more universal metric for customer satisfaction and, in March 2003, they implemented it at Intuit. About Brian.
Beyond Philosophy
MARCH 16, 2015
Customer Experience is a way of life, a cultural change, and a commitment needed from the heart as well as the head. I am pleased to have helped, in some way, to shape a new industry with our books, research and client work since 2002. I don’t want to see Customer Experience go the same way as CRM. It is not a slogan.
Beyond Philosophy
APRIL 7, 2016
This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. This whole line of thinking started last June with the American Customer Satisfaction Index (ACSI) score. Customer Satisfaction score to denote the health of the economy. ACSI uses an overall U.S.
Customer Guru
FEBRUARY 13, 2018
We encourage our readers to ask questions on similar challenges that they might have faced in their organizations while implementing customer experience measures. I started my career with Convergys in 2002 as a Customer Service Representative. We, as an organization, take customer satisfaction very seriously.
COPC
MARCH 24, 2020
CX consulting services consistently drive highly desired outcomes, typically resulting in reduced operating costs and increased customer satisfaction and loyalty. . Measuring and managing the customer experience. Customer experience surveys design and execution. By virtualizing CX consulting services, COPC Inc.
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