Beyond Philosophy

MARCH 17, 2015

The director of Elmwood, the design firm responsible for the changes, said this: This is about recognizing the emotions you want to trigger and create, to make the brand stick with consumers. Malcolm Gladwell’s famous book from 2007, Blink , introduced this concept in detail. Please click here to learn more.

Sales 151

Sales 2007 CEM Books 151

Beyond Philosophy

NOVEMBER 10, 2014

In the United Kingdom, the NCSI portfolio earned a return of 59 percent from April 2007 to June 2011, and the FTSE 100 had a negative return of 6 percent.” According to the study, “the cumulative return of a $100 investment in the ACSI fund from April 2000 to April 2012 was $490, a gain of 390 percent. www.mckinsey.com. February 2006.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Horizon CX

SEPTEMBER 30, 2013

Those who had poor CX performance lagged behind the index by almost 20% - Watermark Investment Consulting Consistency: In the UK, a £100 investment in the National Consumer Satisfaction Index fund in 2007 would have by June 2011 returned £159 whilst the same investment in the FTSE 100 would have returned just £94.

CEM 55

CEM Customer Experience 2007 2011 55

Beyond Philosophy

JUNE 4, 2015

From Products to Customers to the Human Spirit, noted marketing scholar Philip Kotler recognized that the new model for organizations was to treat customers not as mere consumers but as the complex, multi-dimensional human beings that they are. Kotler picked up a theme that was articulated in the 2007 book, Firms of Endearment.

Financial 144

Financial White Paper Books Airlines 144