In a report titled, “The Digital Universe Decade – Are You Ready?” EMC stated that in 2010 alone, 1.2 zettabytes of digital information was created. This is equal to: (more…)
Posts Tagged ‘Customer Feedback’
If Insight Falls in a Forest of Data, Does Anybody Hear it?
Tuesday, January 24th, 2012How Customer Feedback Can Help Create Meaningful Differentiation
Tuesday, December 6th, 2011
“The truth of the matter is, true differentiation – sustainable differentiation – is rarely a function of well-roundedness;” writes Harvard professor Youngme Moon, “it is typically a function of lopsidedness.” (Different: Escaping the Competitive Herd). Youngme Moon illustrates this with stories about IKEA – a throwaway brand in a traditionally permanent industry, Dove – using pictures of average women in a traditionally photoshopped, airbrushed industry, and Google – creating a stripped down search interface in an industry cramming search pages with every button and pop-up imaginable. And while we all understand intuitively the answer to the question “Why do these brands work?,” it becomes much more difficult to answer this question about ourselves.
Evaluating the Consistency and Quality of Your Customer Experiences
Monday, November 7th, 2011
We love the “wow” moments of customer service – when a committed employee goes above and beyond to make someone’s day or when a company goes out of its way to correct a service failure. But a customer experience strategy that relies only on superhero moments of great customer service is little more than a nice-sounding dream. A customer experience strategy must focus on creating experiences that are replicable and consistently great. To do this we have outlined seven important areas to evaluate:
Outsourcing Inspiration: How Customer Feedback Creates Meaning at Work
Wednesday, August 3rd, 2011
Employee Engagement and Customer Engagement Connection (Fig. 1)
Consistency: Key to Building Customer Engagement
Wednesday, December 8th, 2010
Oscar Wilde may have disdained consistency as “the last refuge of the unimaginative,” but he wasn’t a businessman. In the business world, consistency is a distinguishing characteristic of thriving companies. Indeed, PeopleMetrics’ 2010 Most Engaged Customers (MEC) study found consistency to be the third step in achieving full Customer Engagement, which in turn correlates to desirable business outcomes such as higher stock prices.