Strange Goal For Customer Experience Research / RBDR

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August 7, 2019

Today on RBDR: Wall Street Journal reporter Sharon Terlep reported the state of customer experience research, which has diverted to a deep, intense comprehension of how badly customers can be treated before you lose their loyalty.

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SAP NA President on Marketing Preeminence of “Customer Experience” / RBDR

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July 9, 2019

Today on RBDR: SAP’s North American President, DJ Paoni, blogged about the preeminence of customer experience as the marketing element that will dominate the planning of over 80% of consumer companies this year.

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Changing Conditions Force MRers To Develop New Mindsets | RBDR

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June 6, 2019

Today on RBDR: In order to prolong an internal position for the market research function and to build on their contributions, 40-plus year researcher Larry Friedman says professionally-grounded market researchers have to develop a new research mindset in line with business’ vastly altered requirements.

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What? CX Will Be The #1 Brand Differentiator In 2020 / RBDR

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February 14, 2019.

Today on RBDR: Customer experience is an ever-increasingly important business factor, but its vitality may not be generally understood. The Verde Group CEO Paula Courtney blogged that by 2020, customer experience will pass price and product as a brand’s most important differentiator.

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Measuring CX: Flexibility, Please! | RBDR

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August 17, 2018. Today on RBDR:

Dr. Stephen Needel takes on the common wisdom about all-important Customer Experience with a provocative commentary that points out the need for degrees of flexibility in making CX research assessments.

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