Beyond Philosophy

JULY 6, 2016

China sees us as the thought leadership of Customer Experience. I wrote Building Great Customer Experiences , my first book about Customer Experience, in 2002 with John Ivens. How to Measure Customer Emotions. We learned a few things about what to do and what not to do there, as it pertains to Customer Experience.

Social Media 113

Social Media 2002 Multi-Channel Customer Centricity 113

Storyminers

JULY 1, 2020

Next, Mike founded Storyminers in 2002 to continue mastering the art and science of customer experience and to build the business. Measurement has a really strong bias in it.” A lot of things that matter to customers aren’t things we have measures for yet.” Best Leadership Advice Received.

2002 64

2002 Travel Banking Customer Experience Design 64

Beyond Philosophy

JANUARY 16, 2018

CMC Thought Leadership Principal, Beyond Philosophy. In part, he authors built on ambassadorial ideas expressed in two editions of The Customer Comes Second (1992 and 2002), by Hal Rosenbluth and Diane Peters. Develop strategies for each group, so that measurable outcome value can be created. Michael Lowenstein, Ph.D.,

Culture 83

Culture 2002 Customer Centricity 2007 83

Beyond Philosophy

JANUARY 7, 2016

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. This is gratifying for me because when I wrote about emotions for Building Great Customer Experiences back in 2002, everybody acted like I was mad. We Need New Thinking.

2016 74

2016 2002 Insurance Books 74

Beyond Philosophy

JANUARY 7, 2016

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. This is gratifying for me because when I wrote about emotions for Building Great Customer Experiences back in 2002, everybody acted like I was mad. We Need New Thinking.

2016 60

2016 2002 Insurance Books 60

Natalie Petouhof

JULY 26, 2016

Here’s the results of the Walmart study on page load times and conversion rates: Businesses can keep arguing that customer experience doesn’t matter, it’s a touchy-feely construct or get it directly affects the bottom-line and start by designing and measuring customer experience performance management. i] [link].

Customer Experience 63

Customer Experience 2002 2006 Download 63

Natalie Petouhof

MARCH 6, 2017

This is enticing because leaders want to know what they need to “do” to create and/or transform their culture and leadership to build a network of like-minded leaders and human capital that will attract customers for life and employees that are brand advocates. So Who Are Some of The Speakers? of a series-B startup, Renovo Motors.

Culture 40

Culture Competitive Advantage 2015 2012 40