£80 million is how much the insurance industry could save if it improved its customer service, according to a recent report from Ernst & Young and the Chartered Insurance Institute (CII). The report found a “strong consensus that the insurance industry is not...
Firms lack Emotional Intelligence By Steven Walden and Zhecho Dobrev Do you think you understand how your customers and clients think and feel? Well most corporate executives would say if not yes, then at least we are some way down the line: we know our...
Mashable has written a concise and useful guide on ‘8 things to avoid when building a community’. Before you go about attempting to construct a community for your customers, have a read over this guide. Communities can take a number of different forms, and the have...
How do positive and negative emotions impact your Customer Experience? Elevation, Gratitude and Admiration. These are the three distinct “other praising” emotions separate from Happiness that have been found to elicit different positive behavioral responses, a recent...
Bruce Temkin continues with his brilliant analysis of Forrester’s 2010 Customer Experience Index (CxPi). This time he has split the report by banks, examining 13 banks out of the 133 organizations covered. Unsurprisingly, banks had a bad year. In times of economic...
