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 […]
3 things successful, fast growing companies do differently Part 2 of 3 The principles of winning customer loyalty First of all, there are 3 elements to consider when developing a great customer experience: Does the product service do what it promises? How easy is it for the customer to gain access to what he wants […]
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 […]
Consider for a moment a recent shopping experience you had- either good or bad. What do you remember about it? I bet it was the customer experience itself – and not so much about the product.[1] Am I right? Poor customer experience is fast track to business failure A certain large telecommunication company in the UK […]
