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.
Beyond Philosophy
NOVEMBER 10, 2014
Customer Satisfaction results in a higher share price. Whilst the above example is impressive and coming from HBR, this next example is bound to attract senior leadership’s attention as it links stock prices to customer satisfaction. Keeping Customers results in a high increase in value. So, there you have it.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Beyond Philosophy
NOVEMBER 11, 2014
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.
Eptica
JANUARY 22, 2016
The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI). While this was only a small rise (of 0.2 Share this page on: Tweet.
Customer Guru
AUGUST 21, 2018
Martha is the co-founder of CX Speakers LLC, a company that trains and educates and trains B2B and B2C companies in enhancing customer relations and increasing customer engagement. She is a world-reknowned author, professional speaker and a customer experience consultant. Martha Rogers Follow @martha_rogers. Nancy Porte.
Tricia Morris
FEBRUARY 19, 2016
Here is a collection of 16 statistics shaping customer service for today and tomorrow: 1. 76% of consumers say they view customer service as the true test of how much a company values them. 60% of consumers have higher expectations for customer service now than they did just one year ago.
Eptica
MARCH 11, 2016
Just 64% of companies let non-customers contact them through email or text-based web forms on their sites. This was down from 74% in 2015 , and was well below 2012’s total of 87%. Email is being switched off Many companies are simply giving up in the face of a growing deluge of emails. Share this page on: Tweet.
Expert insights. Personalized for you.
160 
Let's personalize your content