Horizon CX

DECEMBER 31, 2018

How Customer Experience changed and grown over the past 7 years: It most certainly has changed and having been there and been part of that growth curve gives me a personal and convincing perspective. Technologies applied to CX have rapidly accelerated and many of them are becoming more accessible due to lower barriers of entry.

Chief Customer Officer 40

Chief Customer Officer 2019 Customer Journey Mapping NPS 40

Beyond Philosophy

JANUARY 19, 2015

According to Nielsen, word-of-mouth is the most trusted source of decision-influencing and decision-making information for consumers around the world. Over 600 of the most talked-about U.S. Consumer motivation research (“On Brands and Word of Mouth”, Journal of Marketing Research, August, 2013), conducted by several professors at U.S.

Automotive 143

Automotive Marketing 2007 2010 143

SurveySensum

JULY 20, 2023

Recently, I went to H&M, my favorite brand, to snag a new pair of jeans. After some browsing, I stumbled upon a cool-looking pair, but here’s the kicker: they only had it in size 30, and I needed a size 32. So, I asked a salesperson to help me. To my dismay, they informed me that they don’t have size 32 in-store. Well, not so fast.

Retail 52

Retail Feedback 2023 Social Media 52

Clarivate

MAY 6, 2022

Highly Cited Researchers are making a significant impact in sustainability research, with many doing outstanding work towards the United Nations’ Sustainability Development Goals (SDGs). The third Sustainable Development Goal, Good Health and Well-Being, covers a wide variety of topics. achieving universal health coverage.

2021 98

2021 2030 Article 2018 98

SuiteCX

FEBRUARY 22, 2017

The English translation, the moment of truth, first appeared in Ernest Hemingway’s Death in the Afternoon (1932) which was largely about the sport of bullfighting. There, customer interactions are typically called “touchpoints,” and MOTs are the more significant touchpoints. The definition of Moment of Truth.

Touchpoint 45

Touchpoint Definition Airlines Interaction 45

SuiteCX

FEBRUARY 22, 2017

The English translation, the moment of truth, first appeared in Ernest Hemingway’s Death in the Afternoon (1932) which was largely about the sport of bullfighting. There, customer interactions are typically called “touchpoints,” and MOTs are the more significant touchpoints. The definition of Moment of Truth.

Touchpoint 40

Touchpoint Definition Airlines Interaction 40

Currency Alliance

FEBRUARY 26, 2019

We believe these trends will occupy most brands’ efforts during 2019. Businesses, their markets, and customer behavior have evolved dramatically in the past 10 years, yet most loyalty programs have only made incremental changes (in some cases to the detriment of customers). How can we call that success? A little more context.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45