Reflections on Customer Experience in the 21st Century
Is it just me, or does it seem like businesses are actually trying to outdo each other in poor customer experience? Now, I don’t want to be misunderstood, so let me be as clear as I can.
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Is it just me, or does it seem like businesses are actually trying to outdo each other in poor customer experience? Now, I don’t want to be misunderstood, so let me be as clear as I can.
A consensus of experts, either one or many, can be a problem
Photo: Pete Prodoehl
Whether predicting demand for a product or forecasting spot prices for a resource or currency, we invariably seek out subjective opinions—expert viewpoints—to assist in the information-gathering process in order to make informed decisions.
Amazon Go combines online and brick and mortar shopping using innovative technology
Credit: theverge.com.
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Safe products are good for the consumer, good for the manufacturer.
Credit: Jim Makos
Two words no manufacturing organization wants to hear: product recalls. By their very nature, product recalls are unpredictable events.
There are a lot of obstacles between you and customer loyalty
Credit: Ron Ploof
The many “truisms” of customer loyalty lore are mostly a set of mythologies to deceive the gullible and exploit the innocent. Let us explore these mythologies and then talk about best practices for customer satisfaction and customer loyalty research.
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