Encompass-CX

    Compliant or Committed to Your Customer Engagement?

    Author: Kelly Challenger On: May 11 Categories: ISO 9001 Compliance No Comments

     

    The Chicken or the Pig?

    At salesEQUITY we’re in the business of helping other businesses conduct their business – successfully. After all, we are a B2B customer experience management tool....

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    ISO 9001 Compliant With Your Customer Satisfaction Survey?

    Author: Kelly Challenger On: May 01 Categories: ISO 9001 Compliance No Comments

     

    Mr. Rogers Neighborhood

    I often find myself quoting the late, great, Mr. Rogers (paraphrase) "...it’s OK to be angry, it’s what you do with your anger that matters". At salesEQUITY, we have a...

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    Brand equity or sales equity. Which do you need?

    Author: Tom Cates On: February 09 Categories: sales equity No Comments

    BREAKING DOWN PERCEPTIONS

    In mature markets, it is extremely difficult - if not impossible - to get your buyers to perceive excess product equity, and thus no one will pay a premium for the...

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    The Journey To Wow! The Customer Journey Map

    Author: Tom Cates On: December 15 Categories: customer experience No Comments

    Perceptions are Shaped by TouchPoints

    If I were to ask you to describe a Ferrari, what would you say? Sleek? Fast? Sexy? Stylish? Powerful? Red? Those are the adjectives most of us would use to...

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    Why Customer Experience Can't Get No Satisfaction

    Author: Tom Cates On: November 16 Categories: customer satisfaction No Comments

    And oh how it tries, but the customer experience can't get any satisfaction simply because the world lives for today. Meaning, we’re more concentrated on what’s happening right now versus what...

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    Customer Satisfaction Surveys Don't Have to Be Scary

    Author: Kelly Challenger On: October 31 Categories: customer feedback No Comments

    Why Engaging in a Customer Satisfaction Initiative Can Lead to Sustainable Growth

    I'm all for taking advantage of an occasion in order to make my point. (The Canadian in me refuses to refer to...

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    Is NPS The Answer To The Client Engagement Question?

    Author: Scott German On: October 19 Categories: customer loyalty 1 Comments

    NPS is marketed as a way to measure customer experience and predict future growth. Companies put a lot of resources into monitoring and improving their scores, hoping new customers and improved...

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    What is Sales Equity?

    Author: Tom Cates On: October 06 Categories: client engagement No Comments

    If you’ve been following us on LinkedIn or Twitter you would know salesEQUITY sponsored last week’s INBOUND Conference here in Boston. By and large the number one question asked was, “What is...

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    Why NPS Is Not An Indicator of Happy Clients

    Author: Tom Cates On: September 13 Categories: customer experience No Comments

    John Kelly, Managing Director at ADEPT Customer Experience, nails one of the biggest issues that Net Promoter Score (NPS) has, in his LinkedIn Pulse article. He simply states:

    The point then, is...

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    Client Engagement and the Marketing Super Hero

    Author: Kelly Challenger On: August 24 Categories: customer success No Comments

    Alignment is Key

    Very early in my career a good friend of mine gave me what was unbeknownst to him, an incredibly valuable piece of advice, if you’re going to be in marketing align yourself as...

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