Tag: behavior

11
Mar

Reducing Churn in the Commercial Payments Industry

Reducing Churn in the Commercial Payments Industry The Leaky Bucket Even companies with incredibly impressive revenue growth have vulnerabilities. With strong YoY revenue growth, this Commercial Payments Company achieved impressive growth across the Revenue, Profit and Market Value Fortune 1000 lists. So, everything was great? Right? Well, not so fast. Several KPIs indicated significant headwinds were approaching.  Customer Churn and

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13
Feb

Cultivating a customer-centric culture with Decooda Impact Analysis

Cultivating a customer-centric culture with Decooda Impact Analysis One of the biggest challenges companies face is getting their teams to embrace a culture of customer advocacy. The Decooda Impact Analysis reveals the granular emotions and cognitive insights of the customer experience that get everyone on the team aligned to the needs of the customer. How your customers feel is the

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28
Jan

NPS: A Ton of Simplicity and an Ounce of Usability

Too Broad to be Actionable. We’ve seen this situation all too often: The C-Suite lives and dies by the NPS score.  That easy-to-understand, but greatly oversimplified metric continually makes its way into the highest-level company presentations, including earnings reports. And every time the latest NPS score is released, the anxiety is palpable as everyone asks the inevitable next question:  Why? 

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10
Dec

The OODA Loop: How to turn uncertainty into opportunity

The OODA Loop: How to turn uncertainty into opportunity As the world moves faster and faster, we need to improve our ability to change our minds based on a changing reality. By doing this, we can turn uncertainty into opportunity and ambiguity into advantage. OODA is a model of individual and organizational learning and adaptation to do just that. The

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26
Jun

VAR: Get the Why Behind Professional Soccer’s Divisive Controversy

VAR: Get the Why Behind Professional Soccer’s Divisive Controversy How many times have commentators, fans, and players debated the efficacy of VAR during the FIFA Women’s World Cup 2019? Countless times. Cameroon fans and players expressed noticeable emotion during their Round of 16 match against England. Some claimed that VAR decisions were incorrect and failed to properly determine offsides infractions,

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8
Aug

Behaviors Matter and They’re Predicted by Emotions

Behaviors Matter and They’re Predicted by Emotions https://customerthink.com/more-evidence-that-customer-experience-is-about-emotions/ Thank you for writing this Jeanne! We couldn’t agree more. You make a good case for a point we are trying to communicate in the marketplace. Not only do CX campaigns and approaches need to be emotionally engaging to be successful, but businesses also need to be able to detect customer emotions

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