Derek BildfellJul 26, 20192 minNPS Score doesn't matter, it's how you use it that counts!#NPS remains the most popular measure of customer loyalty and engagement across almost all industries. As a pioneer implementer of the N...
Derek BildfellJul 10, 20191 minThe Essence of Customer Experience ManagementNew CEO's or leaders in the organization should immediately seek out the unbiased customer preceptions of the organization.
Derek BildfellJul 8, 20193 minUncover 7 Crucial Insights With Journey MapsThere's no question: Customer Journey Mapping is on the rise. A 2018 Quadient/MyCustomer global study of Customer Experience Professional...
Derek BildfellJun 12, 20193 minHappy Residents Are More Profitable (And Less Risky)Manage your Move-In Experience to Improve your Bottom Line In our work managing a large number of residential units, we see that the larg...
Derek BildfellJun 11, 20196 minThe First 4 Steps to Improve Your Customer ExperienceWe’ve spent a lot of time talking about the reasons to be motivated by Customer Experience (CX) in previous articles. While improved mark...
Derek BildfellJun 11, 20195 minThe Macroeconomic Drivers for CX Adoption: Ignore It At Your Peril! There’s a macroeconomic shift that’s been emerging for quite some time, and it can no longer be ignored. The customer experience has evol...
Derek BildfellJun 11, 20193 minThe Compelling Case for Committing to CX LeadershipThe Compelling Case for Committing to CX Leadership CX Leaders Are More Successful, Period. There’s no question that there’s a fast-growi...
Derek BildfellJun 11, 20193 minWhy Manage the Customer Experience? Because it’s a Guaranteed Investment!Investing in the Customer Experience (CX) is effectively guaranteed to improve your bottom line. 89% of CEOs are looking to include custo...
Derek BildfellJun 11, 20193 minTwo Ideas to Accelerate Your Initial Customer Experience Management EffortsYou’ve recently been tasked with implementing a program to improve the customer experience, possibly because a senior executive has talke...
Derek BildfellJun 11, 20191 min3 Years is a Responsible Perspective to Take on the ROI of a Customer Experience InvestmentsBruce Temkin has done a great job on this infographic and of course the research that supports it: ROI of Customer Experience (Infographi...
Derek BildfellJun 11, 20191 min6 Steps to a Strategically Aligned Customer Experience Management ProgramCEM concerns that keep your CEO up at night! "Are you a C-Suite executive that would like a truly unbiased view of how your company offer...
Derek BildfellJun 11, 20193 minBig Data Impact on Customer Experience and Vice VersaCustomer experience management continues to be a rapidly gowing segment, (Huffpost article with good data) estimated to grow at 20% CAGR ...
Derek BildfellJun 11, 20193 minBig Data Needs a New Name, “Borg Data”?The simple definition of Big Data refers to any analysis that consumes data that exceeds a single systems capacity to collect and analyze...
Derek BildfellJun 11, 20192 minTop Economic Forecaster Recommends Customer Research as Top PriorityI recently attended another outstanding presentation by ITR Economics, the oldest independent economic advisory firm in North America. ...
