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.
Articles
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 | Leave a 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 »
8 Key Lessons in Customer Experience from Leading Companies
Posted on 7 February 2011 by Mark Marone
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
Posted on 26 August 2009 by David Jacques
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
Posted on 26 August 2009 by David Jacques
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 »
Service Innovation Case Study: Seamless Account Opening
Posted on 17 February 2009 by David Jacques
Service innovation case study of the design of an online savings account shows that creating an optimal customer experience, even for an online product, requires looking at more than a single customer touch-point but at the overall product and service design and delivery.
Tagged: Customer Experience, Finance, Innovation, Service Design | Leave a Comment »
Do the Test: Selective Attention and Advertising
Posted on 8 April 2008 by David Jacques
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?
Tagged: Market Research, Psychology, Research, Selective Attention, Selective Attention Test | Leave a Comment »
Web Information Architecture and the Myth of the Few Clicks
Posted on 6 September 2007 by David Jacques
The few clicks principle is one of the most misunderstood and oversimplified concepts in Web usability today. Good information design is not about how many clicks it takes to reach the information desired or to complete a specified task as much as how intuitive it is to do so.
Tagged: Information Architecture, Usability, User Experience, Web | Leave a Comment »
How Cultural Differences Really Affect Research in China
Posted on 23 November 2006 by David Jacques
This article discusses how socio-cultural differences in China affect research in comparison to research conducted in western cultures, and how research methods should be adapted.
Tagged: China, Cross-cultural, Cultural differences, Research | Leave a Comment »
