Beyond Philosophy

MAY 20, 2015

Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.

Consumers 160

Consumers 2012 2011 2010 160

Bob Hayes

FEBRUARY 2, 2015

In this post, I study what loyalty-leading companies do differently than loyalty-lagging companies in their customer experience management (CEM) efforts. The research helps identify best practices that companies can adopt in their CEM efforts to increase customer loyalty. All CEM programs are not the same.

Loyalty 88

Loyalty CEM Customer Experience Social Media 88

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

Beyond Philosophy

NOVEMBER 4, 2014

Both psychologists and economists agree that too many choices can paralyze consumers so they can’t make a choice at all. Understanding the power of choice and the pitfalls of it, however, can release an organization from this circle as well as help them define closures that can help consumers feel better about their decision.

CEM 113

CEM 2014 2011 2010 113

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

Experience Matters

APRIL 7, 2015

We not only want to provide clients with the best technology in order to make them VoC heroes, but give them consulting support when they need it, based on the Confirmit Voices methodology which was launched in 2011, a flexible model which can be customized to each client’s business needs. Rant and Rave. ResponseTek.

2015 97

2015 Multi-Channel 2014 CEM 97