Entire industries, particularly wireless, cable and broadband providers, insist on locking customers into lengthy service contracts against their will. This results in a vicious circle of poor service and costly acquisition.
Tagged: Customer Experience, Customer Service, Service Contracts, Service Providers, Telecoms | 2 Comments »
While every company wishes to create emotional and memorable customer experiences, service failure is often the most emotionally-engaging interaction and the one customers will remember a company by. This explains why.
My first experience flying Hong Kong Express Airways resulted in a negative customer experience at almost every channel; from check-in, through in-flight services and the loyalty program to phone, web and email.
Tagged: Airlines, Customer Experience, Review, Touch-points | 14 Comments »
Companies are accountable for the interaction between their customers and their business partners; it is an integrant part of the customer experience and a direct reflection of the brand.
Tagged: Call Center, Customer Experience, Customer Experience Lifecycle, Outsourcing, Third-party, Touch-points | 1 Comment »
Most people and many businesses still do not fully grasp the breadth of Customer Experience. And the increasing number of companies offering software that claims to manage the customer experience makes grasping its holistic nature yet more difficult.
Tagged: CRM, Customer Experience, Software | 8 Comments »
The customer experience lifecycle starts far before and continues long after the relation covered in the classic customer lifecycle model.
Tagged: Customer Experience, Customer Experience Lifecycle, Interaction, Touch-points | Leave a Comment »
This article takes the holiday travel industry as an example to illustrate the breadth of the customer experience lifecycle.
Tagged: Customer Experience, Customer Experience Lifecycle, Holiday, Travel | Leave a Comment »
Service innovation case study of the design of an online savings account shows that creating an optimal customer experience, even for an online product, requires looking at more than a single customer touch-point but at the overall product and service design and delivery.
Tagged: Customer Experience, Finance, Innovation, Service Design | Leave a Comment »
People have limited working visual memory and filter out a lot of things in their every day lives. So how can advertisers have our interest in a world overloaded with messages competing for our attention?
Tagged: Market Research, Psychology, Research, Selective Attention, Selective Attention Test | 1 Comment »
Recently we heard designers talk about new research methods that gather more insights for design than traditional marketing research. This article discusses whether methods used in design research really are new.
Tagged: Design, Design Research, Market Research, Research | Leave a Comment »
