Category Archives: Customer Analysis
The Customer Experience Planning Gap
Management may plan one thing but different employees approach issues differently
Has it happened to you! You approach one employee with a request, hear it can’t be done, then go to another and see how easy things can be? Or how about the time when a definite ‘’No’’ turns into a “well let me see what [...]
Also posted in Customer Experience, Experts' Insights, Thought Leadership Tagged Customer Experience, Management, planning 1 Comment
Are Customer Loyalty cards history?
The rise of customer engagement through social media has brought into question the “old” concept of customer loyalty.
The opt-in nature of social media, where customers choose when they want to receive and engage in communications with brands, has begun to overshadow the traditional CRM method of customer loyalty. On a great post over at [...]
Also posted in Customer Behaviour, Market Research, Social Media, Thought Leadership Tagged crm, Customer Experience, customer loyalty, loyalty, Social Media, store cards 5 Comments
Patient Centered Care? Feeling sick… but not valued!