by Colin Shaw | Dec 8, 2016 | Blogs, Customer Experience
Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. It’s clear that keeping a positive work environment is...
by Michael Lowenstein | Dec 6, 2016 | Blogs, Customer Experience
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy All of the changes in customer decision-making dynamics, and influences on corporate and brand perception over the past decade or two, have brought business-to-business and...
by Colin Shaw | Dec 1, 2016 | Blogs, Customer Experience
Whenever I rent a car, I dread the moment when the agent asks if I want collision damage waiver insurance. I don’t want it, but the way the question is asked always makes me second guess myself for a moment. And then there is the confusing array of refueling options,...
by Michael Lowenstein | Nov 29, 2016 | Blogs, Customer Experience
Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy Several years ago, in worldwide customer service experience research conducted for a major high-tech client, to drive stronger downstream customer behavior, it was found that processes and...
by Colin Shaw | Nov 24, 2016 | Blogs, Customer Experience
How much time did you spend on your mobile today? Are you reading this article on it right now? When you misplace it or forget it at home, be honest: Do you feel naked without your phone? Smartphone users love their phones. I know I do (my answers are 2.5 hours; no,...
by Colin Shaw | Nov 22, 2016 | Blogs, Customer Experience
At our customer experience consultancy, we talk a lot about creating value. A customer’s perception of value drives customer loyalty and retention. And those things in turn create long-term value for a business. But companies don’t just create value by accident. Those...
