(This post originally appeared in Oracle’s SmarterCX.) For nearly three decades companies have held a common belief that “recovering” after delivering a poor experience earns stronger customer loyalty than if a company delivered an excellent experience in the first place.
What are “vested outcomes,” when should companies consider them, and why is such an approach needed? The simplest explanation is that, in a vested model, both customer and supplier have a stake and incentive in achieving a mutually successful result.
In a previous post I wrote about a NPS Success Story and committed to explaining how we used closed-loop feedback to improve the customer experience. Read on to learn more. The main elements of our closed-loop system are these: Respond
Want a quick and high-impact way to transform your business in 2019? Focus on improving the customer experience. As in past years, I’ve collated the most read posts of the previous years. They’ll provide a good starting point to reinvigorate