Profitable Growth through High-Value Customer Experiences
Every company likes to believe that they have a unique culture (as someone once described it “the way we do things around here when no one is looking”). Indeed, whether a company invests a lot of time on culture or
(Originally written for Oracle’s SmarterCX.) What kinds of companies come to mind when you think of the world’s most respected brands? How do you suppose those companies became the most respected brands? If you answered “marketing” or “advertising” you’re only partly
The Temkin Group recently released a report about the different emotional responses customers have (by age group) after receiving technical support for their computer. This report is important because it: (1) addresses the difference between intentional and accidental experiences, (2)