Tagged: Airlines, Customer Experience, Review, Touch-points
Thought leadership in Customer Experience Management
Featured article
The Emotion of Service Recovery
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. Read more >>
Latest Blog Posts
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
Retail Optimization Example: Keeping the Boys Busy
12 January 2005 by David Jacques
Tagged: Consumer Behavior, Retail, Shopping
The Empathic Search Engine
5 November 2004 by David Jacques
Tagged: search engine, User Experience, Web
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
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 | Leave a 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 »
8 Key Lessons in Customer Experience from Leading Companies
Mark Marone | 7 February 2011
We recently spoke with twelve leading customer-focused organizations from around the world to uncover best practices and strategies for creating a successful customer experience. Our conversations uncovered eight key lessons.
Tagged: Best Practice, Customer Experience | 4 Comments »
Extending the Customer Experience Lifecycle
David Jacques | 26 August 2009
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 »
The Holiday Travel Experience
David Jacques | 26 August 2009
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 »
