Subtle clues play a huge role in customer experience design and execution. The aspects of the experience that are not obviously noticeable and do not appear in traditional customer research reports because customers fail to point out, are in fact crucial to the...
Abstract Customer Experience Management (CEM) has a confusing profile with up to 14 different definitions logged by analyst firm Gartner. Faced with such confusion CEM is now in crisis with software vendors using the term ‘as they see fit’ to sell CRM services and...
Mention “Freud” and most academics still give a wry smile and members of the general public immediately feel uncomfortable and defensive, because Freud is synonymous with hidden desires and sex! What psychologists and lay people alike forget is that Freud’s ‘big idea’...
With all the talk around customer loyalty over the years, I have been asked several times recently for whatever reason, what customer loyalty is and how does one know when they have it. The answer is simple. You don’t have loyalty unless the customer is “happy” to...
Far too many people think a recruitment process is one way; it’s all about the organization discovering if you are the right person for them. To me this is only half the story. It is equally as important to find out if the organization is right for you by undertaking...
