Tags » Customer Satisfaction

Changes in Purchase Behavior Based on Customer Experience - Part 1

Every time a company and a customer interact, the customer learns something about the company, and adjusts their behavior based on what they learn.

To explore this proposition, Kinesis conducted a survey of 500 consumers asking them to recall an experience with any provider that they found to be particularly positive or negative, and determined how these customer experiences influenced customer behavior. 479 more words

Customer Experience Strategy

No blog from me about the hotel that fined guests for posting a bad review

I’m not going to blog about the Blackpool hotel that fined guests £100 for posting a highly critical review on TripAdvisor (for details see here… 28 more words

Sector: Hospitality & Tourism



As an art dealer I am often asked for my expertise in determining the value of a work of art or antique passed on to them by Aunt Minnie or Grandpa Frank; the interrogator of the moment appears to hope that by meeting me that they have stumbled into their own Road Show host who is about to make them rich for a month or two. 159 more words


Removing Dissatisfiers from the Customer Journey

By John Hooper, SVP Client Relations and Business Development, HGS Canada

Over the last couple of years there have been a plethora of new buzzwords around servicing the customer – omni-channel, multi-channel, data and voice analytics to name a few – and there are literally hundreds of solutions in the marketplace designed to assist companies in meeting these new service requirements. 689 more words

Business Process Outsourcing

Tis the season to test your multi-channel experience to breaking point

It might feel like Christmas is coming earlier every year, but this year it really is – according to research by the Ideal Home Show, the average person has been… 312 more words


Webinar Event: 2015 Industry Trends

On December 9th at 1PM EST fastcasual.com will be hosting a Webinar with trend analysts from PeopleMatter on the 10 biggest industry trends for 2015. This hour long webinar will be based around discussing whether or not these trends are worth the time, or just all hype. 133 more words


Customer in Defining Quality

The Growing Role of the Customer in Defining Quality

Four key factors drive the intersection of customer and quality:

• The role of quality within an organization… 241 more words