Tagged: CRM, Customer Experience, Software
Thought leadership in Customer Experience Management
Featured article
Using Story to Weave Emotionally Engaging Customer Experiences
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. Read more >>
Latest Blog Posts
Hong Kong Express Airways: A Customer Experience Plane Crash
12 December 2011 by David Jacques
Tagged: Airlines, Customer Experience, Review, Touch-points
Customer Experience Management is Not Software
24 May 2010 by David Jacques
Tagged: CRM, Customer Experience, Software
Are Designers Reinventing Research?
13 December 2007 by David Jacques
Tagged: Design, Design Research, Market Research, Research
Most Read in Psychology
Projective Techniques: Eliciting Deeper Thoughts
This journal emphasizes the importance of emotion in consumers’ purchasing behavior and highlights marketing research techniques that can help better understand these aspects.
Do the Test: Selective Attention and Advertising
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?
Latest Articles
Why Mandatory Service Contracts Are Bad For Business
David Jacques | 30 March 2012
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
David Jacques | 19 January 2012
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
David Jacques | 25 March 2011
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
Mark Marone | 8 March 2011
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 »
