Managing Complexity: Optimizing Customer Experience Investments

While customer experience is important, unlimited investments in customer experience doesn’t make sense. At some point, there will be a law of diminishing returns, where the costs to improve customer experience outweigh the benefits. In the extreme, single-minded pursuit of satisfaction may lead to overspending and misallocation of resources. So how do corporations optimize their investments in customer experience, minimizing those with little return and maximizing those with clear financial gain?

Market Force adds expertise in social media and marketing, naming Janet Eden-Harris as company’s CMO and senior vice president of strategy

Eden-Harris will assume overall responsibilities for marketing, product management and corporate strategy at Market Force and will help drive efforts to reshape the industry around Consumer Intelligence solutions, which will comprise all aspects of consumer experience, opinion and observational data.