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Experience Management

What is brand equity? How should I measure it?

A strong brand is the single most valuable asset in any business. But what exactly is meant by ‘strong brand’, and how does it relate to the popular concept of brand equity? There are at least two dimensions to this question. Emotionally Strong The first relates to how brands ‘sit’ in people’s minds. This is […]

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Designing Great Employee Onboarding Experiences

Onboarding is one of the most pivotal moments in an employee’s tenure with a company – it truly is a make or break moment. The Human Capital Institute (HCI, 2018) recently released results from an onboarding benchmarking study of 350 companies. The focus of the study was to assess the effectiveness of onboarding practices in […]

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27 Customer Service Stats to Know in 2019

Today’s consumers expect a great customer experience and customer service is at the heart of it. Not only can effortlessly supporting your customer’s needs improve their experience throughout the entire buyer’s journey, but it can contribute to your bottom line and lead to higher retention rates. Research shows that consumers are willing to spend more […]

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What Agencies Are Expected to Do to Comply with OMB’s new Customer Experience Requirements (Part 2 of 3)

Today’s post is part 2 of our 3 part series on OMB’s new guidance to federal agencies on managing customer experience and service delivery. See part one here. OMB Circular A-11 Section 280 includes new guidelines and requirements for High-Impact Service Provider Agencies of the federal government to embed tactics, strategies, and the principles of […]

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How Cortana got her name (and why it matters)

The best product names are instantly memorable, self-explanatory, enjoyable to say and hear, and, most importantly make a good impression of what they represent. Remember Hydrox? The original creme-filled chocolate sandwich cookie? Probably not. Though it entered the market in 1908 (four years before Oreo made its debut), the folks behind Hydrox failed to understand […]

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What elections teach us about biased nonresponse

What election missteps teach us about polling science Just in time for the 2018 midterms, let’s revisit the polling industry’s rude awakening of 2016. Nate Silver, the most prominent interpreter of polls has a comprehensive post mortem that targets commentators more than pollsters. But pollsters, especially in some key states, got it wrong. The absolute […]

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