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#Customer Experience

If you believe that business success is CX success the answer is yes. It is a common opinion that companies which deliver poor service, failed good CX implementation, even if they’re achieving major business results repeatedly over time. Once again, the equation customer service=customer experience is proving to be wrong. If a brand is not customer-centric but it is price-centric and finds his way to achieve business success by offeri…


Do you believe in the Value Chain formula EX+CX=MR?

If you want to achieve business results start with EX. According to Forbes 89% of Executives believe that better EX leads to better CX. Richard Branson, CEO of Virgin, says “Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients”…

The citizen as a customer: from customer experience to citizen experience?

I On 13 December, Joe Biden signed the Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government. This is a strong signal that the American administration is giving to its citizens and, potentially, a powerful impulse for the development…
Credit Management e Customer Experience

Can Credit Management improve the Customer Experience?

The customer journey begins when potential customers become aware that a brand exist and start searching  for a product or service, continues with its evaluation, buying experience, onboarding, user experience, customer service… and should end with money in the bank! Let’s face it, how many time…
cs vs cx

Customer Service vs Customer Experience

Still lot of confusion around the net about Customer Service and Customer Experience, that are often used as if they were synonyms by many CX experts even if they are not. Let’s start with definitions: Customer Service is the assistance and advice provided to a customer who buy or use its pro…

Net Promoter System: from analysis to action in a multinational

All organised businesses interview their customers and all claim to be Customer Centric, but the real challenge is how to pass from data analysis to action capable of improving the Customer Experience (CX) of not one, but thousands of customers. This case study describes how a multinational opera…
strawberries cadonga

Strawberries, emotions and artificial intelligence

Planasa is a leading international group of companies in the development of new varieties of berry, satisfying demand in various markets. The group has four R&D centres located in different geographical areas. With ownership of more than 1,500 hectares of land around the globe, chosen for …
incorrect NPS implementation

Another NPS Bad Practice spotted in Milan

I took this photo in a Milan electronics superstore. “You will receive an e-mail containing our satisfaction survey about your buying experience: if you are satisfied, remember that – for us – ACCEPTABLE is a score greater than 9”. Why do businesses do these things and what consequences do they b…
Crescita cx

Customer Experience (CX) in Italian utilities: future drivers for success

The KPMG Customer Experience Excellence Report 2021, addressing the state of CX (Customer eXperience) in Italy, has been released. Talking about utilities (businesses focused on the production, management and distribution of such services as electricity, gas and water), a sector that Sagres kn…

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