Beyond Philosophy

JANUARY 24, 2018

How real is the belief that driving employee engagement within an organization leverages customer satisfaction which, in turn, helps produce high performance for the enterprise, i.e. core tenets of the Service-Profit Chain? It’s time to re-think the assumptions of how both employee satisfaction and engagement impact customer behavior.

Customer Loyalty 100

Customer Loyalty Actionable Insights Innovation Customer Satisfaction 100

Execs In The Know

APRIL 14, 2022

As covered in last week’s keynote-focused blog post , Customer Response Summit (CRS) Clearwater, Florida was a recent wrap (March 28–30, 2022). Key CX Performance Benchmarks: Using Data to Transform Agent Action into Operational ROI. Transformations need to start with the idea of increasing customer satisfaction.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Execs In The Know

MARCH 4, 2022

Because the customer journey doesn’t end with the purchase, customer analytics solutions go past the point of purchase to monitor and analyze behavior through customer service interactions and beyond. Benefits of Customer Journey Analytics.

Customer Journey Map 98

Customer Journey Map Touchpoint Machine Learning Unstructured Data 98

Beyond Philosophy

MARCH 3, 2016

These new dynamics meant that traditional thinking about customer satisfaction, and even loyalty, also needed to change. BtoB clients frequently ask: “Because of the importance of brand perception and word-of-mouth in BtoC products and services, I understand how customer advocacy can provide highly actionable insights there.

Actionable Insights 60

Actionable Insights Customer Relationship Customer Retention Customer Satisfaction 60