Catch Up On Our Most-Read (And Must-Read!) Posts From The Past Year
Every year I look back to see what blog content our readers have been most drawn to over the past year. It’s always interesting to see which new posts catch people’s attention (like #9 and #5 on the list) and which older posts (like #8 and #2) remain as enduring resources for those in the […]
NPS and Journey Analytics: 2 Key Elements Of Your Customer Insights Program
If you read my last post, you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. Its brilliance is in its simplicity: Everyone from customers to top executives understand that willingness to recommend connects directly to an organization’s financial […]
Our Top 10 Customer Experience Posts of 2017
It’s the beginning of a new year, which is always the perfect opportunity to reflect on the past and make grand plans for the future. As part of that effort, I recently took a look back at our most popular posts of 2017—and I wanted to share them with you here. I hope they inspire […]
Why You Need To Measure Journeys—Not Just Touchpoints
The concept of customer journeys isn’t new to the customer experience world. Yet it’s taken some time for organizations to evolve from simply creating journey maps to actively using the journey as a framework for how they do business. One of the most exciting developments of the past few years is the recognition, in the […]
You Must Invest In Customer Experience
Back in May 2014, I wrote a post titled The Connection Between Customer Satisfaction & Stock Price. The American Customer Satisfaction Index (ACSI) had recently made headlines, along with a 13-year financial analysis of the publicly traded companies in the index. Here’s the gist of my post: The ACSI had created a stock portfolio comprising […]
The Connection Between Customer Satisfaction & Stock Price
The field of customer experience made headlines a few months back when Bloomberg Businessweek published a story titled, “Proof That It Pays to Be America’s Most-Hated Companies.” The article highlighted an analysis of the 2013 stock market returns for 146 publicly traded companies ranked on the 2013 American Customer Satisfaction Index® (ACSI). “You won’t be […]
How Customer Experience Impacts Your Bottom Line
I recently received a rather depressing phone call. My friend, the head of customer experience at a large manufacturing firm, had been laid off along with the rest of her team. This was upsetting on a personal level, of course. But what we jointly bemoaned was the bigger picture: the fact that so many companies […]
