InMoment XI
MARCH 20, 2024
In the midst of a financial industry crisis, Metro Bank emerged in 2010 with a bold vision—to create fans, not just customers. Championing a Retail-Like Banking Experience Metro Bank’s innovative approach emphasised “stores” over traditional “branches.”
Alida
JULY 28, 2016
To learn more about this topic, join us at the 2016 Customer Intelligence Summit , where Lauren Meewes, senior program manager of seller at eBay, and Catherine Makk, vice president of global insights at HarperCollins, will share how to use customer feedback to give context and meaning to big data. The big data hype is officially dead.
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Thematic
DECEMBER 9, 2022
It seems obvious, but according to Hubspot research , 42% of businesses don’t survey their customers or collect feedback. Analyzing this feedback data becomes increasingly important during a recession. Unless your volumes of feedback are small, feedback analytics software is the best way to ensure nothing gets missed. It
ShepHyken
NOVEMBER 8, 2021
destinationCRM) In a provocative Harvard Business Review article, researchers from the Corporate Executive Board (CEB) argued in 2010 that companies should Stop Trying to Delight Your Customers, because “wowing” customers was a losing strategy. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? by Jon Picoult.
Second to None
SEPTEMBER 25, 2018
After decades of accepting this identity as truth, the public had to reassess our relationship with their brand after the infamous oil spill in 2010 was handled improperly.[1] Retaining your desired brand identity requires a diligent approach to self-measurement and an active ear listening to customer feedback.
Education Services Group
FEBRUARY 12, 2019
When the iPad launched in 2010, people couldn’t seem to figure out what it was for. But that world would never have come about if not for the bold few in 2010. The term “early adopters” comes from the 1962 book Diffusion of Innovations, which described the acceptance progress of new technology with a normal distribution curve.
Alida
NOVEMBER 10, 2016
NPS also differs from customer effort score (CES), a metric introduced by a group of Corporate Executive Board researchers in 2010. Douglas, for example, says insight communities —groups of thousands of customers who opt-in to offer regular feedback and suggestions to companies—can provide the necessary context missing from NPS.
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