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Positive Customer Experience Examples Are More Shareable, Study Says

A recent study by business process outsourcing company Sitel Group uncovered a startling statistic about the relationship between customer experience and social media. It found that while 30% of consumers who have had a negative customer experience say they would share it on social media or

Kurt Shroeder

What Does A Chief Experience Officer Do?

A growing number of companies are installing a Chief Experience Officer (CXO) into the C-suite, with responsibility for every facet of the customer journey. Harvard Business Review even makes the case that every company should have a CXO. But what exactly is the job description

Mergers Acquisitions Customer Experience

What Happens to Customer Experience After A Merger or Acquisition?

Mergers and acquisitions abound in almost every industry. Between 2000 and 2018, nearly 800,000 transactions were announced worldwide, with nearly 52,000 in 2018 alone, according to the Thomson Financial Institute for Mergers, Acquisitions and Alliances…

5 Simple Ways Rental Car Companies Could Improve The Customer Experience

You’re sitting in a Ford Focus, or maybe a Nissan Versa, or perhaps a Hyundai Accent. You’ve waited in line at the counter, initialed in seven places, declined the insurance, and received the rental contract printed on an old dot-matrix printer. From which rental car company did you rent the car?

conference meeting

Loyalty Programs Can Gain – Or Lose – A Customer’s Loyalty

Rewards programs can be lucrative for loyal customers, but when companies add lots of rules and restrictions to a loyalty program, it can actually have the opposite effect. Customers are very perceptive, and they understand when something is a value and something is not. One example of this is when rewards expire.

marketing meeting

Understanding The Math Helps Customers Win

Whether it’s bank interest rates, credit card rewards programs, sales tax or retail discounts, consumers are bombarded with numbers and math every day. Math, like politics, always seems to divide people (pun intended). Ask someone if they like math, and it’s usually either a confident yes or a strong no. In many consumer focus groups, the line “I hate math” is commonplace…