Forrester's Customer Insights
SEPTEMBER 14, 2020
Apple’s “Time Flies” keynote will take place tomorrow, September 15, live from Apple Park: [link] I have been following Apple keynotes for many years (since at least 2005) and they often generate irrational expectations for disruptive innovative products.
Comm100
MARCH 2, 2022
Listening to your customers and understanding why they buy from you can produce some very counter-intuitive insights. This is table stakes for any customer experience management operation, but the struggle within the organization is where the real work is needed.
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InteractionMetrics
JULY 22, 2016
Customer interviews are particularly valuable because they capture the true voice of the customer and highlight the nuances of specific customer situations. Using complementary methods vets the validity of your survey and helps expand your customer insights. References. Fleming, John K., Curt Coffman, and James K.
CX Journey
FEBRUARY 18, 2016
Ten years ago, in 2005, a group of people working in the field of knowledge management across the UK and the USA coined the phrase " narrative leadership." It's one of those books I’ve returned to several times over the years to refine my skills and to pass on storytelling tips to customer insight analysts and leaders alike.
Lumoa
JANUARY 23, 2018
Even if your customer service agent or customer insight analyst reads all the comments and even responds them, do you know what decisions you need to make in the leadership team? A study done in London School of Economics in 2005 found that 7 point NPS increase led to an average 1% revenue increase.
ProProfs Chat
DECEMBER 23, 2019
Plus, both the customer support tools allow you to get access to insightful reports that help you understand a customer’s journey hassle-free. Maybe this example will give you better insights: Example: Tap into the power of emotion with Disney Parks, the undeniable leader in creating outstanding customer experiences.
Forrester's Customer Insights
OCTOBER 18, 2019
Stutz’s tenure ended after it was acquired by Oracle (2005), and he moved to SAP to […]. Stutz started his CRM career at Siebel, in 1998, in the early days of IT-driven, on-premise CRM. Siebel was a powerhouse in its time, peaking at 45% market share in 2002.
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