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 | 1 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 | 14 Comments »
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 | 1 Comment »
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 »
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 »
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 | 8 Comments »
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 »
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 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 »
This journal introduces the concept of customer experience and the need for consistency among all touch-points between companies and their customers.
Tagged: Customer Experience | Leave a Comment »
