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 »
Customer Experience
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 »
Why Mandatory Service Contracts Are Bad For Business
Posted on 30 March 2012 by David Jacques
Entire industries, particularly wireless, cable and broadband providers, insist on locking customers into lengthy service contracts against their will. This results in a vicious circle of poor service and costly acquisition.
Tagged: Customer Experience, Customer Service, Service Contracts, Service Providers, Telecoms | 2 Comments »
