Daniel Group
AUGUST 1, 2023
We started work with our first dealer in 2005 because management wanted to (1) know what customers thought about their service and (2) identify ways to improve it. Since beginning our ExperienceConnect CX program, we have completed over one million customer surveys with B2B industrial customers. Following are some things we have learned.
Beyond Philosophy
OCTOBER 23, 2021
By 2005, I had undertaken research to determine the 20 emotions that drive or destroy value , to prove that incorporating customer emotions into experiences provides an ROI. In 2002, I began my global Customer Experience consultancy, Beyond Philosophy, a term a bandied about long before anyone even knew what it was.
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InteractionMetrics
JANUARY 22, 2016
If you want to make strides and get a strong ROI on your customer service, you must exceed customers’ expectations. In fact, an oft-quoted Gallup Research study reported in 2005 that emotionally satisfied customers spend 67% more per year than customers who are dissatisfied or satisfied ( ask us for the research).
Confirmit
OCTOBER 2, 2017
These awards, “Achievement in Customer Excellence”, were founded in 2005 and the quality of the submissions has improved every year since then, with 2017 being no exception. New or old, each program is truly driving change across the business – improving processes, increasing efficiencies and driving significant ROI.
Confirmit
OCTOBER 2, 2017
These awards, “Achievement in Customer Excellence”, were founded in 2005 and the quality of the submissions has improved every year since then, with 2017 being no exception. New or old, each program is truly driving change across the business – improving processes, increasing efficiencies and driving significant ROI.
CX Journey
JANUARY 2, 2019
How do we show ROI? How do we show ROI? The #CX Perception Gap There’s this thing called the customer experience perception gap; it was uncovered by Bain back in 2005, and they referred to it as a "delivery gap." I outlined how each contributes. How Do You Measure #CX Success? How do we measure it?
ClearAction
NOVEMBER 13, 2014
The rise of the MO function was first observed by analyst firm IDC in its annual Tech Marketing Benchmarks study early in 2005, with industry guidance in the form of a detailed analysis and framework for the staffing requirements and responsibilities for this role’s contribution to the marketing organization.
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