Customer Guru
MARCH 7, 2018
I started my career with Convergys in 2002 as a Customer Service Representative. Understanding the customer journey is about learning what customers expect from the moment they begin considering a purchase to the time they give you a rating after they have experienced your product and service.
GetFeedback
JANUARY 31, 2020
Customer retention is a leading critical performance indicator for companies in 2002, and for good reason. Loyal customers drive increased revenue through referrals and repurchases, while the cost to acquire them has already been earned back. .
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Beyond Philosophy
JANUARY 8, 2018
Having worked in Customer Experience since 2002, I may be too much of a purist. However, for a while now, I have been writing about the decline and dilution of the discipline of Customer Experience. From changing titles but not behavior to a poor understanding of what customers want, the trends are troublesome.
Beyond Philosophy
JULY 13, 2021
When I was writing my first book, Building Great Customer Experiences , back in 2002, I interviewed a source from BMW who said something I never forgot: “We don’t have any ‘Only-ers’ in our organization.” If you can’t determine the customers’ perspective, hire somebody to get it.
GetFeedback
JANUARY 6, 2020
Personas are developed based on a combination of factors developed through research into customer goals, challenges, habits, and demographics. The activities of the account team along with many other IBMers help deliver on the experience that customers expected and built loyalty for the long-term. . About the guest author.
Kustomer
OCTOBER 28, 2022
This emphasizes why modernizing customer engagement is so important. 2) Ensure Differentiated Customer Experience by Appealing to Your Customers’ Emotions. Daniel Kahneman, psychologist, economist and winner of the 2002 Nobel Prize in Economics, introduced the idea of a dichotomy between two modes or systems of thought.
Customer Guru
FEBRUARY 13, 2018
We encourage our readers to ask questions on similar challenges that they might have faced in their organizations while implementing customer experience measures. I started my career with Convergys in 2002 as a Customer Service Representative. Please give us a short introduction into your journey to becoming a CX professional.
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