Tagged: Customer Experience
Thought leadership in Customer Experience Management
Featured article
Where Does Customer Experience Management Fit in an Organization?
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. Read more >>
Latest Blog Posts
Service Outage Customer Experience Management and Social Media: My Advice to 3.
6 July 2012 by David Jacques
Tagged: Customer Experience, Customer Service, Social Media
New CEM HA Suite Provides Holistic Customer Experience Management
1 April 2012 by David Jacques
Tagged: CRM, Customer Experience, Software
Hong Kong Express Airways: A Customer Experience Plane Crash
12 December 2011 by David Jacques
Tagged: Airlines, Customer Experience, Review, Touch-points
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
Using Story to Weave Emotionally Engaging Customer Experiences
David Jacques | 9 May 2012
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
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.
