Customer Experience Ohio Technology 
CX Accelerator
JULY 1, 2020
Before Covid-19, customers chose companies that differentiate on experience, and 81% of customers switch to another brand as a result of bad customer service (American Express). Now more than ever, the customer experience is the battleground for brand loyalty. How can you turn your customers into promoters?
Beyond Philosophy
MAY 31, 2019
My colleague Professor Ryan Hamilton of Emory University and my co-author and co-host for The Intuitive Customer used to be afraid of shark attacks. It seems reasonable until you learn he lived in Ohio. Buying technology during Mercury Retrograde or on Friday the 13 th. So, what does that mean for your Customer Experience?
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CX Accelerator
JULY 1, 2020
Before Covid-19, customers chose companies that differentiate on experience, and 81% of customers switch to another brand as a result of bad customer service (American Express). Now more than ever, the customer experience is the battleground for brand loyalty. How can you turn your customers into promoters?
Beyond Philosophy
MARCH 2, 2016
New research reveals other important factors affect people’s emotional perception of your experience as well: where they live. Their technology examined conversation and silence, ringtones and hold times. The implications the Marchex research reveals for your Customer experience are thought-provoking, to say the least.
SugarCRM
SEPTEMBER 24, 2021
But the real customer experience (CX) fun, in my opinion, is with mid-market companies. Mid-market companies understand that winning is about mixing a killer product or service with an effortless, high-definition customer experience. What is a mid-market company? Let’s describe the mid-market a bit further.
Beyond Philosophy
MAY 31, 2016
Whenever this is surfaced, it’s useful to ask some relevant questions with regard to ultimate enterprise value, particularly the employee experience vis-à-vis the customer experience. What takes precedence, employees or customers? Which came first, cowboys or saloons? Chickens or eggs?
CX Journey
AUGUST 29, 2017
The Ohio Manufacturing Institute recognizes five major stakeholders in organizations. In order of importance they are: customers, owners, managers, employees, and community. Without products, and customers who buy them, there is no company. But that's not the topic of this post.
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