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HTC sweeps Customer Experience challenge
October is here, and that signals the arrival of Piplzchoice quarterly smartphone Customer Experience report. The past reports are available upon request. Here are a few words of explanation of the...
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Retailers misinterpret the ‘Showrooming’ Effect at their own peril
The holiday shopping period of the year is just about to start, and plans for overcoming ‘showrooming’ effect, which last season wreaked havoc on brick and mortar retail sales expectations, are...
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The Power of Words
Our world is created with the words we use to describe it. This idea is the anchor of the creation story in the Book of Genesis that refers to the creation of the world of our conscience, not the...
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The Essence of Brand and Customer Experience
A few months ago, I asked a speaker, who represented herself as a ”marketing guru,” for an example of an excellent brand because she spoke about brand equity and brand reputation management. I could...
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Lumia Leads The Pack in Customer Experience
This is a quick look at the performance of the smartphones launched during this quarter (Q3-2012) by major brands from the perspective of their Customer Experience. For those who did not read our...
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Customer Engagement and Experience Influence Consumer Selections
This is our third annual analysis of customer perceptions of smartphones. This report is produced entirely by means of Social Media research. Customers became even more active in 2012, sharing their...
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Who Can You Trust?
Year after year, studies from multiple sources show an overall increase in the consumer’s trust of online customer reviews when making purchasing decisions. This rate of trust depend on market segment,...
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AT&T Customers Love Nokia Smartphones
Knowledge of customer satisfaction and experience delivered by a specific channel can be very illuminating from a brand manager’s perspective. It could be even more enlightening if customer...
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OrgChart Challenges to Adoption Management – Lesson Learned
Many business problems that negatively affect Customer Experience have their roots in the siloed nature of an organization. A business often sees itself as a collection of departments, while a customer...
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Customer Satisfaction Is A Relative Term
Customer perceptions of products and services, or companies and brands, are measured using different scales and methodologies. Regardless of any ambiguity of definitions and sophistication of...
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Customer Experience is Everybody’s Business – Connecting the Dots
Most company executives don’t think that their accounting department is in the Customer Experience business. True, very few members of financial management teams normally have a reason or opportunity...
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Debunking the Argument of “Accuracy”
With the advent of Big Data, it is estimated that 70%-80% of all data collected and stored by an enterprise is in an unstructured form. There are various approaches, technologies and methods to...
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Proof of The Obvious – A Recipe For Market Share Growth
There is a lot written in the last few years about the importance of consumer engagement with brands in the age of the Social Customer. Most writings are focused either on teaching how to get most...
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Retailers misinterpret the ‘Showrooming’ Effect at their own peril
The holiday shopping period of the year is just about to start, and plans for overcoming ‘showrooming’ effect, which last season wreaked havoc on brick and mortar retail sales expectations, are...
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The Contextual Side of Customer Experience Analytics
Can you tell by the menu prices that a restaurant will provide you with a great experience? Will reading the final score substitute for the experience of the game you could not attend? Some analytics...
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Customer Satisfaction—the Ultimate Vanity Metric?
Almost every company measures Customer Satisfaction or its variations at considerable expense and effort. Some companies attempt to use the metric for advertising. The metric is supposed to convince a...
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Social Customer and the Quest for Better Margins
It is no secret that most new products taken to market do not perform to management expectations. While there may be a myriad of reasons to explain the high rate of failure, I would like to focus on...
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Social Levers for Effective Brand Management
This article is a sequel to The Essence of Brand and Customer Experience post that I wrote a few months ago. It explores further how to use Social Reputation metrics as the levers for pro-active brand...
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Customer Feedback is the Oxygen of Social Enterprise
In the context of this article I am using the term “Customer Feedback” to include content from company sponsored Voice of Customer programs and content from unsolicited Word of Mouth published by...
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WoM Marketing-Does it Really Work?
New research shows early signs of Nokia Lumia 928′s breakaway success. While it’s Social Net Promoter Score® is 12% below Lumia 920, it’s Social Engagement Rate is 264% higher. We measure Social...
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