Posted on 9 May 2012 by David Jacques
Using the power of storytelling, organizations can create not only more seamless cross-departmental interactions, but create more emotionally engaging customer experiences.
Tagged: Customer Experience, Customer Experience Lifecycle, Experience Design, Interaction, Narratives, Psychology, Touch-points | 5 Comments »
Posted on 15 February 2012 by Mark Marone
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 »
Posted on 12 December 2011 by David Jacques
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 »
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 | 1 Comment »
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 »