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.
Articles
Loyalty Programs Don’t Drive Loyalty (Part 2): Why?
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 »
Loyalty Programs Don’t Drive Loyalty; Customer Experience Does
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 »
The Widening Gulf of Customer Experience
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 »
Where Does Customer Experience Management Fit in an Organization?
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 »
Using Story to Weave Emotionally Engaging Customer Experiences
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 »
Why Mandatory Service Contracts Are Bad For Business
Posted on 30 March 2012 by David Jacques
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 »
The Emotion of Service Recovery
Posted on 19 January 2012 by David Jacques
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.
How Business Partners Affect the Customer Experience With Your Brand
Posted on 25 March 2011 by David Jacques
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 »
Optimizing the Restaurant Experience by Identifying Guests’ Key Decision Drivers
Posted on 8 March 2011 by Mark Marone
Taking the restaurant industry as an example, this article describes how understanding key decision drivers behind the brand choice can help meet and exceed customer expectations to enhance customer experiences.
Tagged: Customer Experience, Decision Drivers, Restaurant | 1 Comment »
