I recently came across an advert for the SmartShopper™ 301 Grocery List Organizer which is essentially a voice recognition device that organizes your grocery shopping list. Its aim is to simplify and ease the grocery shopping process. A short review by a customer:...
Customer Satisfaction, Loyalty, Recommendation, Effort, Spend, Tenure…the list of customer experience metrics is long and varied. Companies often track more than one and use it as an indicator of how well their customer experience is being delivered. They are reported...
In a TED talk surgeon Charles Limb described how he used an fMRI scanner to test which areas of the brain ‘lit-up’ when Rappers and Jazz musicians improvised musical passages (being creative) vs. Just remembering a musical sequence. Interestingly, he found that in...
NPR (National Public Radio) recently ran the story of Maneesh Sethi who literally hired someone to sit with and slap him (a slapper) each time he got off course while working virtually. The British version of the slapper may also have productivity effects but we’ll...
One of the most difficult issues to get to grips with in Customer Experience is employee culture. Yet without gaining an understanding of where the blockages are in your organisation towards customer centricity your initiatives could end before they even begin. So how...
