Our ideas, thoughts, lessons learned about Customer Experience

Visualization of CFPB Complaints Database

Consumers increasingly flock to CFPB’s complaint portal for frustrations about their financial firms. It is a centerpiece in the agency's role as a consumer advocacy. Consumers submit approx. 13 times more complaints here than they do to…
Predict customer retention

Individualized Service: A way for wireless carriers to get off the new-customer acquisition treadmill

By Ken Reimer If you think customers have a lot of choice today – and they do, in every industry – you should try being a mobile carrier. Not only are wireless phone customers more informed than ever before, the financial incentives to…
Service Recovery Software

5 ideas for a better borrower experience

A better borrower experience With an increasingly competitive landscape in loan origination on the one hand and growing complexity of regulatory compliance on the other, lenders are more than ever faced with the challenge of transforming…

Stemming the tide of customer defections in the wireless teleco space

by Ken Reimer We’ve all seen the ads on TV. One mobile phone carrier or another touts how easy it is to leave your provider and change to its service. In fact, the mobile carrier will even pay your costs to switch. This endless jockeying…

Annual Customer Experience Survey & Research Report

Background With increasing churn by customers across various industries and constant pressure to maintain growth rates, there has been a surge in interest and spending in all matters customer experience in the past few years. Among companies,…

How the President Hotel increased loyalty by dropping their app

There was an app for that... In the winter of 2013, the management team of the President Hotel was anxious to see how guests would react to the hotel's new app. The app looked sophisticated enough: points, feedback, membership sign up, features…

Service Recovery Strategies – It pays off to be fast to re-build satisfaction, create loyalty, save on compensation costs.

Great companies are not only operationally strong, but also fast to respond to customer issues. Based on industry research and on our customer’s set of experiences, it is evident that speed of reaction is probably the most important element…

8 habits of hotels that improve their online reputation and guest experience effectively

With Tripadvisor’s unique visits quadrupling just in the last two years and more than 70% of traveler’s bookings having been influenced by review sites, the impact that online reviews have on a occupancy rates looks like its here to stay…

6 Suggestions to improve Customer Experience for Car Rental Companies (…that won’t break the bank)

The following illustrates lessons learned from implementing Customer Experience management solutions in the Car Rental Industry by the CX Group, a CX software and services vendor (www.cxgroup.co). The author, Ken Reimer is a former VP of Sixt…