Beyond Philosophy

MARCH 16, 2023

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? It’s counterintuitive that the ASCI customer satisfaction numbers aren’t through the roof and instead declining. So, how can this be?

2010 89

2010 Customer Satisfaction Competitive Advantage 2002 89

Comm100

MARCH 2, 2022

In Acquia’s Customer Experience Trends Report surveying over 6,000 consumers worldwide, only 10% strongly agreed that ‘most brands meet their expectations for what they consider a good experience.’ In the same report surveying 600 marketers of director-level and above, 82% believe they are meeting CX expectations.

Customer Expectations 52

Customer Expectations Net Promoter Score 2005 Customer Experience Management 52

Beyond Philosophy

JUNE 2, 2015

Wegmans has constructed and sustained a culture where the customer truly comes first, and customer experience is the barometer by which it measures success. Stores are attractively laid out, almost like an old-world open-air market. The post Like Just About All of Their Customers… I LOVE Wegmans!!!

2005 97

2005 Customer Centricity Magazine Retail 97

Beyond Philosophy

NOVEMBER 19, 2020

He was also one of the first proponents of having an “outside-in” approach regarding the experience that you deliver to customers, which, my regular readers know, is one of the principles of which I am keenly fond. Everyone did not share that mindset, and they still don’t. You have to prove it works.

Customer Experience 134

Customer Experience ROI 2002 2005 134

Currency Alliance

NOVEMBER 16, 2021

If there isn’t, they won’t join your loyalty program, and you lose the opportunity to analyze their data in a growing number of countries/states with privacy legislation, as well as the opportunity to market directly to them. The rewards need to be merchandised so customers are aware of what they can get. Merchandising.

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52

Currency Alliance

NOVEMBER 16, 2021

If there isn’t, they won’t join your loyalty program, and you lose the opportunity to analyze their data in a growing number of countries/states with privacy legislation, as well as the opportunity to market directly to them. The rewards need to be merchandised so customers are aware of what they can get. Merchandising.

Loyalty 52

Loyalty Loyalty Programs Touchpoint Hotels 52