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. I would be interested to hear in your comments below.

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.” In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Horizon CX

SEPTEMBER 30, 2013

Gartner''s latest research has highlighted that more than 50% of CEOs now rate Customer Experience Management as their number one strategic investment. Key questions business leaders must ask to strengthen the CEM program: How can we develop measures that improve both CX and profitability?

CEM 55

CEM Customer Experience 2007 2011 55