Thematic

FEBRUARY 24, 2025

They redesigned their Merchant Menu Manager after detecting a drop in NPS scores due to frustrations with its usability. The key is not just collecting data—but acting on it before customers decide to leave. This is where Customer Experience Management (CXM) tools come into play.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Thematic

OCTOBER 8, 2024

Yet 68% of businesses reported their customers were “very satisfied” This just proves that many companies don’t really know their customers as well as they think they do. A solid Voice of Customer program helps you listen to your customers and take their opinions into account in your business decisions.

Analytics 62

Analytics Tools Feedback Handbook 62

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Mr. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Before starting his firm, Thompson worked in the IT industry for fifteen years. Marsha Collier.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Mr. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Before starting his firm, Thompson worked in the IT industry for fifteen years. Marsha Collier.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. She is now Chief Customer Officer at ClearAction Continuum. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Answer Dash

APRIL 16, 2019

In ClearAction’s five-year global study of business-to-business customer experience management practices, coordination among managers of various customer experience efforts was correlated with business growth. This model treats customer experience management as a living system.

Customer Experience 76

Customer Experience Customer Journeys Financial Handbook 76