Are you focused on experiencing customer experience (CX), or just chasing the latest set of CX metrics you collected? Recent research by Maritz posted some “interesting” results about the CX exercises which so many companies are engaged in (obsessed with?). The drive for getting a score at all costs is no more prevalent than among… [Continue Reading]
Experiencing Customer Experience, August 2016 Blog Post RoundUp
Are Sticky Customer Lifecycles Really Dead in the IIoT?
Sticky customer lifecycles are the “norm” for many sales professionals. Once the initial sale is consummated, sales people assume the customer is theirs for life. All that is required is serving customers with a median level of satisfaction. All their company needs to do is not screw up. Off to hunt down the next new customer!… [Continue Reading]
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