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The Power of Words

Our world is created with the words we use to describe it. This idea is the anchor of the creation story in the Book of Genesis that refers to the creation of the world of our conscience, not the...

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Size does not always matter

It is interesting that most conversations about Social Media Monitoring start with a size, breadth and velocity of data and rarely address desired outcomes for this investment. Regardless of what, or...

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AT&T Customers Love Nokia Smartphones

Knowledge of customer satisfaction and experience delivered by a specific channel can be very illuminating from a brand manager’s perspective. It could be even more enlightening if customer...

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B2B Customer Experience Management – a story from the trenches (Part 2)

In the last week post I wrote about the reasons the examples of B2B Customer Experience Management successes and failures are not as widely available as B2C ones. I also started describing a specific...

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A Product is Only a Part of Customer Experience

It is only a matter of time and success rate, before competition will re-engineer the functionality of your new product or service and bring to the market a newer, shinier, and more affordable...

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High Tide Does Not Raise All Boats Equally

This new research examines the relationship between Customer Experience (measured in social NPS®) and brand market share changes in a rapidly growing market, such as smartphones. The Tide Comes In The...

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Customer Experience, Correlations and Predictions of the Future

Recently I read very interesting article that explores role of intuition in data science. It is written by Tom Davenport who is well known in the field of analytics:  “A hypothesis is an intuition...

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Short update on the experience of smartphone customers

Some long time readers of our blog will remember extensive posts dedicated to market intelligence of customer experience with smartphones. Smartphone customers are one the most active social...

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How Employee Satisfaction Correlates to Customer Experience

Many customer experience practitioners stress the importance of employee participation in companies’ customer-centricity efforts. Intuitively, it is hard to disagree with the anecdotes they tell and...

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3 Critical Shortfalls of Surveying Customers

I am not a big fan of using survey methodology for research into customer experience. I think it is a great tool for hypothesis validation, which is a part of customer experience research, but it is a...

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