Articles filed underCustomer loyalty
Ford builds trust and satisfaction with the Ford video check
By Pierre-Nicolas Schwab •
Ford is currently rolling out a new digital tool that will help build trust and enhance customer satisfaction : the Ford video check. We tested it and it's just amazing. Read further to see how Ford is transforming the car…
Good news for customers’ satisfaction : robots will replace humans
We have some good news for you : robots are about to replace humans. People are finally going to be able to focus on what they do best : having relationships with other humans. Artificial intelligence evrywhere : what is…
Retail : Garconne et Cherubin offers “Pay-What-You-Want” option
"Pay What You Want" is a concept that allows customers to gain control back over the prices they pay. This technique is rather old and academic research dating back to 2009 showed the benefits of that approach. A few concrete…
More debt leads to lower customer satisfaction
By Pierre-Nicolas Schwab •
It is well known that firms in the US use mainly external financing (debt) to finance growth. It actually is believed to account for 80% of financing. Yet, this external financing puts pressure on the firms and studies have revealed…
Measuring emotions for a better customer experience management
By Pierre-Nicolas Schwab •
Can we measure customer experience ? This is a topic we already discussed here and the answer was no. Let me come with a new proposal that was addressed by Sensum during the CPDP 2017 conference : can our body…
How data vulnerability affects firms’ performance and how to remedy it
By Pierre-Nicolas Schwab •
Everyone talks about privacy. But what is it really ? A recent article in French economical journal "La Tribune" built upon two recent BCG reports (here and there) on data protection and privacy to question firms' practices around data privacy…
Customer satisfaction, customer experience and big data
By Pierre-Nicolas Schwab •
Improving customer experience is priority #1 of top executives for the next 12 months (Lemon and Verhoef 2016). At the same time Big Data is on every serious company's agenda. How can Big Data contribute to creating a customer experience…
What are the latest conclusions of academics on customer satisfaction and customer experience ?
Artificial Intelligence : why we need respectful algorithms
Banks are laying off : only because of digitalisation ?
Hospitality : this postcard leverages customer satisfaction
RAGE 2015 study : customers more dissatisfied than ever with complaint handling
