Post-transaction or follow-up customer surveys are important feedback tools. But how the information is collected from customers represents itself an important interaction that must reinforce the brand’s experience.
Tagged: Customer Experience, Customer Feedback, Post-transaction, Touch-points | Leave a Comment »
My first experience flying Hong Kong Express Airways resulted in a negative customer experience at almost every channel; from check-in, through in-flight services and the loyalty program to phone, web and email.
Tagged: Airlines, Customer Experience, Review, Touch-points | Leave a Comment »
Most people and many businesses still do not fully grasp the breadth of Customer Experience. And the increasing number of companies offering software that claims to manage the customer experience makes grasping its holistic nature yet more difficult.
Tagged: CRM, Customer Experience, Software | 6 Comments »
Recently we heard designers talk about new research methods that gather more insights for design than traditional marketing research. This article discusses whether methods used in design research really are new.
Tagged: Design, Design Research, Market Research, Research | Leave a Comment »
Starting from a simple comparison example, this journal emphasize the need for understanding shoppers’ behavior and optimize store layout to address their needs.
Tagged: Consumer Behavior, Retail, Shopping | Leave a Comment »
Over the years observing customer behavior offline and online, we’ve noticed many similarities in the way stores and Web sites [...]
Tagged: search engine, User Experience, Web | Leave a Comment »
In-house Research Gains in Popularity Because of the proliferation of popularizing publications on the topic (especially recently with usability techniques), [...]
Tagged: Focus Groups, Research | Leave a Comment »
