This link has been bookmarked by 86 people . It was first bookmarked on 30 Jan 2008, by Martin Dower.
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As you can see, 60% of respondents think that they do a good job measuring customer service experiences. And that’s the most effective area of measurement.
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An overwhelming majority of companies have no idea about the experiences that cause people to not become customers or for customers to leave them, I call these your non-customers. This can be a serious blind spot.
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Rob Siefker, Senior Manager Customer Loyalty at Zappos. After having interviewed CEO Tony Hsieh a few years ago, I’ve always been a fan of the Zappos story. The culture at Zappos is almost cult-like. And they can keep it that way, because as Rob described: It’s harder to get a job at Zappos than to get into Harvard; they only hire 1% of applicants. The interview process is tuned to find people who will buy-in to the culture; a couple of the questions they ask are “what would your theme song be, and why?” and “On a scale from 1 to 10, how weird are you?” The company replaced its standard reviews with cultural reviews, making it clear that it measures its managers in 4 key areas: driving the culture, inspiring new ideas and creative thinking, helping employees find their calling and reach their peak, and providing recognition.
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Jess McMullinDo you know the "Top 10 Customer Experience Incompetencies?" http://experiencematters.wordpress.com
– Bruce Temkin (btemkin) http://twitter.com/btemkin/status/25995027226 -
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cowgirljanBlog by Bruce Temkin of Forrester. "Building loyalty through customer experience, marketing and leadership.
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nana Hernandez MoratillaBlog de Bruce Temkin. Vice President & Principal Analyst at Forrester Research focusing on customer experience.
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