Recent Research Reports
- The Economics of Net Promoter
- The State of Customer Experience Management, 2013
- Employee Engagement Case Studies: Five I’s in Practice
- Data Snapshot: Social Media Benchmark, 2013
- Best Practices in B2B Customer Experience
- Data Snapshot: Media Use Benchmark, 2013
Did You Know?
- We're holding a CX workshop in Boston on July 30 & 31
- Publix, Trader Joe's, Aldi, Chick-fil-A, Amazon, and Sam's Club lead 246 companies across 19 industries in the 2013 Temkin Experience Ratings
- Allegiance, NICE Systems and Walker Information are winners of 2013 CX Vendor Excellence Awards
- EMC, Fidelity Investments, Oklahoma City Thunder, Safelite AutoGlass, and Sovereign Assurance of NZ are winners of the 2012 CX Excellence Award
- Our eBook identifies 10 CX Mistakes to Avoid
- CX correlates to loyalty and CX leaders have 19% more customers likely to recommend them
Is Your Customer Experience Where
It Needs To Be?
Our research shows that customer experience correlates to loyalty. If your customer experience falls behind, then customers will switch to your competitors.
Making matters worse, you'll have more people telling negative stories about your company. In this age of social media, word of mouth can be a big opportunity as well as a critical problem.
We Can Help
We've helped dozens of executives accelerate their CX efforts and avoid many of the pitfalls along the way.
Leverage our experience to:
- Assess your CX efforts
- Align your management team
- Infuse the voice of the customer
- Build a customer-centric culture