Do your customers feel ignored?

No business intentionally ignores its customers. In fact, most managers think they do a reasonably good job of listening. But, if a customer feels ignored, big trouble lies ahead. Customer engagement is essential to business success. The pain of being ignored Naomi Eisenberger undertook a neuroscience research project to explore what goes on in people’s brains […]

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Why your business cannot afford to get customer experience wrong 2

OK. So I will assume you have worked out the customer experience touchpoints (from your customers’ point of view) and that you now understand at which touchpoints your company is exceeding their expectations and where they are disappointed what emotions they are experiencing at each point Making the key decisions So, where are the biggest […]

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