Last year, Forrester found that emotion has a bigger impact on customer loyalty than both effectiveness and ease. As a result, they dubbed 2015 the year that companies should jump on the “emotional bandwagon” to differentiate their customer experience. Indeed, we have seen a flurry of online content...Read More
I was recently watching a show that gave a behind the scenes look at one of London’s most iconic and oldest department stores, Liberty. Traditionally known as an emporium of exotic, global, one-of-a-kind wonders, the show gave an insight into the journey the store was undertaking in its transformation...Read More
Experience has certainly been getting a lot of buzz over the last couple of years. Amongst just some of its proponents it has been attributed to leading to competitive advantage, customer loyalty and attraction.
And it looks like the domain is only set to grow in business focus: in 2016 we will see...Read More
These days, customer engagement has been getting a lot of press. New roles and titles have been born and vast amounts of content has been published, all aimed at informing and encouraging a focused effort on engaging customers with businesses...Read More
There is so much hype around Experience and Engagement today – Customer Experience, User Experience, Employee Experience, Customer Engagement…the list goes on. While seeing the focus on this is absolutely wonderful...Read More
The other day I heard a story about a friend's recent experience with an energy services company. It got me thinking about the impact of a "superficial" or "surface level" customer service experience strategy and how applied experience design thinking could...Read More
I hadn't been to the dentist in quite some time - lets not dwell on the number of years. I had all those "great" memories - the awful tasting gum number, the sound of the drill, the scraping noise...Read More