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Public Relations Customer Experience Benchmark Survey

Posted on: Friday, May 12, 2017

Researchscape surveyed 100 U.S. executives regarding their organization's experience with the PR firm it has on retainer. The survey measured the big picture of customer experience, satisfaction, and loyalty. It compared overall satisfaction with a variety of skills and services to determine what factors were the key drivers of overall satisfaction. ..

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Fearful Freddy, Samantha Smarty Pants & Your Voice of the Customer Initiative

Posted on: Wednesday, May 07, 2014

At the Clarabridge user conference last week, Jeff Mango, vice president of consumer and business intelligence for a major telecommunications company, discussed the art of winning over people when launching a new Customer Experience or Voice of the Customer initiative. ..

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Memories of Customer Experiences Trump the Actual Experiences

Posted on: Tuesday, May 06, 2014

Bruce Temkin of the Temkin Group presented a keynote at the Clarabridge annual user conference in Miami discussing a wide range of customer experience management issues. A key point he made was “What we experience does not equal what we remember. And our loyalty is based on what we remember. In fact, customer experience does not drive loyalty. Customer memories of their experiences drive loyalty.”  ..

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Climbing the Everest of Customer Experience Excellence

Posted on: Monday, May 05, 2014

At the 6th annual Clarabridge Customer Connections conference in Miami last week, Megan Burns of Forrester Research compared achieving customer experience excellence to climbing Mount Everest. “Mount Everest has become a metaphor for getting to our most audacious goals,” she said, “but some people want to get to the top of Mount Everest literally. We recall the first two people to get to the top and make it back alive, Sir Edmund Hillary and Tenzing Norgay, but there were a lot more people on that expedition with them: 20 Sherpa guides and 362 porters. They didn’t show up at the base of the mountain and say, ‘let’s go climbing!’ but they planned for months, mapped the route across some of the most treacherous terrain, and sent up advance teams to set up equipment so they wouldn’t have to stop but could keep moving.” ..

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Mobile Research Overcomes Fading Affect Bias

Posted on: Friday, November 08, 2013

At the annual one-day conference of the New England chapter of the Marketing Research Association Wednesday, Amit Ghosh of the Forbes Consulting Group discussed the need for “in the moment” mobile market research. ..

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Implementing a Customer Experience Index

Posted on: Friday, March 08, 2013

Since 2007, Forrester has published the CXi (originally abbreviated CxPi), a Customer Experience Index that measures the experience a company provides consumers across dimensions of usefulness, accessibility (ease of use) and emotional engagement.  ..

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