Remove 2012 Remove CEM Remove Consumers Remove Employee Experience
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Do You Harness the Power of Habit in Your Marketing Yet?

Beyond Philosophy

In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs.

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5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

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. The Value of Customer Experience, Quantified. By comparison, the S&P 500 returned only $93, a 7-percent loss. < [link] > “The ‘moment of truth’ in customer service.”

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The Problem with Self Service

Beyond Philosophy

While call center usage is about the same, use of FAQ pages increased from 67% in 2012 to 76% in 2014, according to Forrester. Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). As many as 2/3 of Customer service interactions will occur without human-to-human contact.