KPIs for Customer Experience

Customer Experience is not an easy thing to evaluate and it can be very challenging to identify which KPIs should be considered for that. The right vision in this process involves lots of insights such as those linked to transactions, satisfaction, service quality, opinion, traffic… Every single moment the customer has with the brand needs to be measured with the right focus.

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Consumers Are Players In The Game Of Marketing

The market is a multi player playing field. And the consumers are players too! Now, consumers can either play with brands or against them.

Let me explain.

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Swarm Intelligence and Organizational Structure

Ants or bees are not exactly the most intelligent creatures in the world, individually speaking. Yet, get a million of them together and they manage to migrate, build gravity defying architectures and create very complex social systems.

How do they do it? They combine their intelligences to form one big collective intelligence. Scientists call this collective intelligence Swarm Intelligence. Continuer la lecture de Swarm Intelligence and Organizational Structure