Tagged: Customer Experience
Thought leadership in Customer Experience Management
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 >>
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Most Read in Psychology
This journal emphasizes the importance of emotion in consumers’ purchasing behavior and highlights marketing research techniques that can help better understand these aspects.
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?
Using the power of storytelling, organizations can create not only more seamless cross-departmental interactions, but create more emotionally engaging customer experiences.
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.
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.