Customer Behaviour Blog
Customer Emotions Can Help Drive ROI of CE Programs
Nelson Pascua, Vice President of Client Services for Medallia, Inc., provides a succinct overview of how valuable understanding the customer’s experience is in his article “Top 5 ROI Benefits of Customer Experience Management.” Beyond Philosophy’s model is congruent with Pascau’s five points: streamlined customer experience management (CEM) creates return on investment (ROI) through customer retention, customer engagement, new customer acquisitions, employee
Is there a Customer Experience gene?
One of the key aspects of building a great Customer Experience is understanding your Customers at the point of interaction. Some people just seem to be able to do this naturally some don’t. If there was such a thing as a Customer Experience gene it would probably have some qualities of being empathetic.
The Subconscious Customer Experience
Nielsen have got a great write up of how Measuring the Buying Brain can aid organisations in shaping experiences to maximise their chances with customers. The post covers insights into some of the differences between male and female brains or your generation vs. your parents generation as well as referencing the how the five senses can play a big role commercially.
The Subconscious Customer Experience
Author: Colin Shaw
Nielsen have got a great write up of how Measuring the Buying Brain can aid organisations in shaping experiences to maximise their chances with customers. The post covers insights into some of the differences between male and female brains or your generation vs. your parents generation as well as referencing the how the five senses can play a big role commercially.
On hold for a Customer Service Representative? That’s so 2009
“Never wait on hold again”
Convincing your abstract thinking customers by giving them mixed emotions
Author: Colin Shaw
Abstract thinkers may take a bit more convincing than the average consumer, however there is a workaround.
They’re wearing a tie – that must be the manager
Everyone judges by appearance.
No matter how much of a concious effort we make to dissaude our initial reactions, how things look affects our perception of them. This ranges from how your product stands off the shelf to how your employees wear their hair. I’m not advocating that everyone in your organisation wears a shirt and tie everyday – but I would be if looking smart and matching corporate clients dress was one of your organisations priorities .
Is your Customer Experience failing to match rising Customer Expectations?
Expectations. So often, your Customer Experience is built on matching your Customer expecations.
The Institute of Customer Service has just surveyed it members to gather insight “on how well it [Customer Service] is represented at a strategic level and among senior executives.” One of the key areas they looked into is Customer Expectations.
How Sentiment Analysis could improve your Customer Experience
What are your customers really saying about you?
For decades organisations have used feedback forms, focus groups and first hand comments to gain insight into their customers opinions. The growth of social media and thus a ubiquitous self-publishing platform has led to an explosion of customer opinions being published on the web. Whether its through dedicated response channels or on a random comment thread, people are freely offering up their opinion of your organisation and their customer experience.
Groupthink and implications for designing your Customer Experience
People in groups invariably produce poor decisions