Summary of the seminal article “Customer Experience Transformation and Management” with new infoposter. High-level action plan to building a sustainable customer experience management practice.
Loyalty Programs Don’t Drive Loyalty (Part 2): Why?
Posted on 22 January 2014 by David Jacques
Inability to deliver a good customer experience consistently is the reason many companies implement loyalty programs, and also the reason why they don’t work.
Tagged: Customer Experience, Engagement, Loyalty, Loyalty Programs | 4 Comments »
Loyalty Programs Don’t Drive Loyalty; Customer Experience Does
Posted on 18 October 2013 by David Jacques
Recent studies show loyalty programs are not effective at creating customer loyalty, but customer experience improvements are.
Tagged: Customer Experience, Loyalty, Loyalty Programs | 14 Comments »
Authenticity: Lesson in Exceptional Service from a Small Coffee Shop
Posted on 21 August 2013 by David Jacques
A small coffee shop provides an example of one of the most important principles in delivering truly great and unique service: authenticity.
Tagged: Customer Experience, Customer Service, Employee Engagement | 3 Comments »
The Widening Gulf of Customer Experience
Posted on 6 June 2013 by David Jacques
With the increasing popularity of the term customer experience also comes confusion on its definition, giving the advantage to organizations that understand and have a genuine commitment it to further differentiate themselves from those who don’t.
Tagged: Customer Experience, Leadership | 4 Comments »
Lessons in Customer Experience From a Hair Salon
Posted on 12 November 2012 by David Jacques
What organizations of any size and in multiple industries can learn in customer experience from a simple hair salon service story.
Tagged: Customer Experience | Leave a Comment »
Where Does Customer Experience Management Fit in an Organization?
Posted on 2 November 2012 by David Jacques
Customer experience is a multichannel, cross-departmental concern and while every department in the company affects the customer experience, the role of managing it should belong be a new, separate function with leverage across the organization.
Tagged: Customer Experience, CXO, Organizational Structure | 2 Comments »
Service Outage Customer Experience Management and Social Media: My Advice to 3.
Posted on 6 July 2012 by David Jacques
An unforeseeable service outage could happen to any company, but it is not only technical crisis; it is also a customer relationship one. How prepared you are to inform customers through different channels will affect their perception of the company, and ultimately their loyalty.
Tagged: Customer Experience, Customer Service, Social Media | 4 Comments »
Using Story to Weave Emotionally Engaging Customer Experiences
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 »
New CEM HA Suite Provides Holistic Customer Experience Management
Posted on 1 April 2012 by David Jacques
Customer input Ltd announces today the launch of CEM HA Suite, the first ever total customer experience management solution. It automates in-depth analysis of customer attitudes, behaviors and needs across all company touch-points and includes company policies and procedures management and training modules.
Tagged: CRM, Customer Experience, Software | Leave a Comment »
