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How many of these emotional needs does your customer experience design deliver?
An experience is only an experience because of emotion; computers do not experience; the stronger the emotions the stronger the experience and it’s imprint in the memory bank. So customer experience...
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Are you using the right lens to design the customer experience?
How do you view your business, your industry? One of the most useful posts I have come across recently is one by Mark Hurst at Good Experience. It gets to the heart of the matter quickly and I...
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Why companies are struggling (and will continue to struggle) in cultivating...
Only 17% of companies scored ‘strong’ or ‘very strong’ on customer loyalty I read the following post - ‘Customer loyalty – does anyone care? and that got me thinking. The author is highlighting the...
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Tales of Customer Experience: The Good, The Bad, And The Ugly?
giffgaff: Wow! What A Delightful Experience. Youngest, daughter, has ‘lost’ her mobile phone. So she logged me into her giffgaff account on the website. I clicked the “Help” tab. Then I clicked “Lost...
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