Posted on 14 May 2015 by David Jacques
Summary of the seminal article “Customer Experience Transformation and Management” with new infoposter. High-level action plan to building a sustainable customer experience management practice.
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Posted on 22 January 2014 by David Jacques
Inability to deliver a good customer experience consistently is the reason many companies implement loyalty programs, and also the reason why they don’t work.
Tagged: Customer Experience, Engagement, Loyalty, Loyalty Programs | 4 Comments »
Posted on 18 October 2013 by David Jacques
Recent studies show loyalty programs are not effective at creating customer loyalty, but customer experience improvements are.
Tagged: Customer Experience, Loyalty, Loyalty Programs | 10 Comments »
Posted on 21 August 2013 by David Jacques
A small coffee shop provides an example of one of the most important principles in delivering truly great and unique service: authenticity.
Tagged: Customer Experience, Customer Service, Employee Engagement | 3 Comments »
Posted on 6 June 2013 by David Jacques
With the increasing popularity of the term customer experience also comes confusion on its definition, giving the advantage to organizations that understand and have a genuine commitment it to further differentiate themselves from those who don’t.
Tagged: Customer Experience, Leadership | 3 Comments »
Posted on 12 November 2012 by David Jacques
What organizations of any size and in multiple industries can learn in customer experience from a simple hair salon service story.
Tagged: Customer Experience | Leave a Comment »
Posted on 2 November 2012 by David Jacques
Customer experience is a multichannel, cross-departmental concern and while every department in the company affects the customer experience, the role of managing it should belong be a new, separate function with leverage across the organization.
Tagged: Customer Experience, CXO, Organizational Structure | 2 Comments »
Posted on 9 May 2012 by David Jacques
Using the power of storytelling, organizations can create not only more seamless cross-departmental interactions, but create more emotionally engaging customer experiences.
Tagged: Customer Experience, Customer Experience Lifecycle, Experience Design, Interaction, Narratives, Psychology, Touch-points | 5 Comments »
Posted on 1 April 2012 by David Jacques
Customer input Ltd announces today the launch of CEM HA Suite, the first ever total customer experience management solution. It automates in-depth analysis of customer attitudes, behaviors and needs across all company touch-points and includes company policies and procedures management and training modules.
Tagged: CRM, Customer Experience, Software | Leave a Comment »