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 »
Blog
Authenticity: Lesson in Exceptional Service from a Small Coffee Shop
Posted on 21 August 2013 by David Jacques
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 »
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 »
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 »
Customer Feedback is Still Part of the Customer Experience
Posted on 15 February 2012 by Mark Marone
Post-transaction or follow-up customer surveys are important feedback tools. But how the information is collected from customers represents itself an important interaction that must reinforce the brand’s experience.
Tagged: Customer Experience, Customer Feedback, Post-transaction, Touch-points | 1 Comment »
Hong Kong Express Airways: A Customer Experience Plane Crash
Posted on 12 December 2011 by David Jacques
My first experience flying Hong Kong Express Airways resulted in a negative customer experience at almost every channel; from check-in, through in-flight services and the loyalty program to phone, web and email.
Tagged: Airlines, Customer Experience, Review, Touch-points | 14 Comments »
Customer Experience Management is Not Software
Posted on 24 May 2010 by David Jacques
Most people and many businesses still do not fully grasp the breadth of Customer Experience. And the increasing number of companies offering software that claims to manage the customer experience makes grasping its holistic nature yet more difficult.
Tagged: CRM, Customer Experience, Software | 8 Comments »
Are Designers Reinventing Research?
Posted on 13 December 2007 by David Jacques
Recently we heard designers talk about new research methods that gather more insights for design than traditional marketing research. This article discusses whether methods used in design research really are new.
Tagged: Design, Design Research, Market Research, Research | Leave a Comment »
Retail Optimization Example: Keeping the Boys Busy
Posted on 12 January 2005 by David Jacques
Starting from a simple comparison example, this journal emphasize the need for understanding shoppers’ behavior and optimize store layout to address their needs.
Tagged: Consumer Behavior, Retail, Shopping | Leave a Comment »
The Empathic Search Engine
Posted on 5 November 2004 by David Jacques
Over the years observing customer behavior offline and online, we’ve noticed many similarities in the way stores and Web sites […]
Tagged: search engine, User Experience, Web | Leave a Comment »
