Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy Whether consumers articulate it or not, or whether it gets measured or not, emotions have become core to experience response and future consumer decisions. In a recent article,...
Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy In classic psychological terms, trust is considered more a ‘feeder’ of emotion. We typically see emotions (as defined by experts like Paul LeDoux, Sylvan Tompkins, Paul Ekman, and...
As customer experience consultants who focus on the emotional elements of service and product customer experience and value delivery, we are often asked about the behavioral role of tangible, rational, and functional elements of value and experience. These include...
To say that retailing giant Target has had challenges in its foray into Canada markets, all of which have undermined consumer trust, is, if anything, an understatement. Goodwill created in advance of its store openings has all but vanished. The company has had more...
Customers, whether they are business-to-consumer or business-to-business, can have a range of perceptions about the tangible and intangible elements of their customer journey, and the individual, component elements of experience, or, indeed, a single transaction. ...