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  • Amazon Puts Team Commitment to the Ultimate Test (Opinion)

    Amazon is offering its warehouse employees something pretty unusual — thousands of dollars to quit their job.

    VOC Strategy | Apr 22, 2014
  • Infographic: There's still time to get on the Customer Service train (Opinion)

    Despite all the press coverage around the latest innovations in the customer service channels, telephone and email continue to dominate by a large margin with only a minority of companies offering other, more cutting edge, channels like social media and web chat.

    CX Strategy | Apr 17, 2014
  • Bakery Chain Demonstrates the Failings of a Half Baked CX Strategy (Opinion)

    We take a look at a very detailed article (link below) on and it focused on the efforts of major restaurant chains to introduce new technology -- primarily to enhance the customer experience.

    CX Execution | Apr 17, 2014
  • The (Bad) Boomerang Effect of Predatory Pricing (Opinion)

    Does a positive relationships with customers matter? Some argue that there are some industries that have done very well by ‘playing games’ with (ie. screwing) customers — more than they would have pursuing a more ‘ethical’ business model. Wrong.

    CX Impact | Apr 11, 2014
  • Loyalty Program Trend Toward One-to-One Engagement (Opinion)

    The major trend is ‘one-to-one engagement with key customer segments’. Previously unthinkable for economic reasons, now technology and data are creating a way to provide a more tailored experiences to key customers on an individual basis.

    Loyalty Strategy | Apr 4, 2014
  • Singapore Airlines Reveals Continued Investment in CEM Leadership (Opinion)

    The most recent announcements, including updates about the forthcoming Accenture-led CEM system being built for the airline all point to a consistent belief at two levels.

    CX Infrastructure | Apr 3, 2014
  • Are You Closing the Loop with Customers on Their Feedback? (Opinion)

    Companies that regularly gather customer feedback consider themselves customer centric. But many don’t go all the way in earning that label — especially when it comes to closing the loop with customers about their feedback. That screams company centricity — because the focus is on gathering data to help company goals rather than creating a better customer epxerience.

    VOC on Mobile | Mar 27, 2014
  • AirBnB Uses CX to Bite into Business Travel (Opinion)

    Who would have thought it?  AirBnB becoming an important player in the business travel space and having a higher valuation than major hotel chains?

    CX Impact | Mar 27, 2014
  • Southwest Airlines Founder Kelleher's Lesson in Long Term Focus (Opinion)

    Long term perspective is exactly what’s needed to drive a CX centric competitive strategy. These aren’t tweaks to your processes. They’re game changers that can transform your advantage over competitors and build rock solid relationships with customers — the kind that drive loyalty and recurring revenues.

    Loyalty Execution | Mar 21, 2014
  • The Right Way to Evolve Your Business (Editor's Take)

    Spoken Communications blogged recently on the subject of building best practices for call centers in the era of Siri. We love the role model approach to evolving processes.

    CX Strategy | Mar 13, 2014
  • Challenging Your Company to Meeting Higher Customer Demands (Opinion)

    There are a lot of parallels between sport & business, especially when it comes to dealing with customers that have needs that stretch beyond the capability of your company to deliver. Do you simply reject them or is there a reason to work with them?

    CX Strategy | Mar 13, 2014
  • DNA, Intent and Hertz's Attempt to Compete with ZipCar (Opinion)

    Experience has shown us that the DNA of a business is core to its ability to sustain customer centric practices. When a business is conceived in a highly customer centric manner, then it’s ability to execute on a product or service type is far superior to those who follow at the product level but not the DNA level.

    CX Strategy | Mar 13, 2014
  • Creating Win-Win's in Customer Privacy Decisions (Opinion)

    Recently, we had a debate (about tracking customers instore) in one of the companies Im involved with and there are a few of the takeaways I can share. The subject also came up in a Linkedin discussion. It seems like the question is being asked from the customer perspective but the real control over what happens next (short of major legislation) lies in the hands of companies.

    CX Execution | Mar 10, 2014
  • If Customer Experience Drives Loyalty, Why Have Loyalty Programs? (Opinion)

    I was recently involved in a discussion about why companies are running their loyalty programs. A few seasoned business leaders were commenting that the motivations were becoming more blurry with time.

    Loyalty Strategy | Mar 6, 2014
  • Overcoming big data chaos to unearth great opportunity (Opinion)

    When ‘big data’ presents itself, it takes on two avatars to most management teams. One is all about opportunity, the other is about chaos and disruption.

    VOC Execution | Mar 6, 2014
  • AirBnB's Focus and Investment on Eliminating CX Friction Points (Opinion)

    Many people think that online companies are soulless, server driven organizations. But surprisingly, if you look around, the very fact of being an online business has allowed companies like Amazon and now AirBnb to be far more human in their dealings with their customers.

    CX Impact | Mar 6, 2014
  • CX: Giving Customers Something To Be Loyal To (Opinion)

    Heres a question for you. So your company isnt satisfied with its customer retention rates and youre wondering what the issue is with loyalty. The tendency will be to look at competitors and see if theyre offering lower prices or better packages.

    Loyalty Execution | Feb 26, 2014
  • Did Delta Get Its Mileage Plan Changes Right? (Opinion)

    Delta made a major change to its loyalty program today: now customer loyalty is defined as being spend based rather that mileage based. Good strategy? Its a question that bears exploration as other companies decide whether to follow suit.

    Loyalty Execution | Feb 26, 2014
  • Money is the Lighter Fluid in Customer Relationships (Opinion)

    Micah Solomon’s recent piece in Forbes put the spotlight on money as a key factor in the customer experience. What makes his article so interesting is it starts a voyage that many companies have to make within their customer relationships.

    CSat Strategy | Feb 23, 2014
  • The Key to Gamification ROI (Opinion)

    There are a lot of components of a strong gamification effort, but there is one that we want to get people focusing on: targeting critical behaviors.

    CX on Social | Feb 20, 2014

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