I love stories. They tell you so much about life. Some of the best stories come from Greek mythology which has such resonance that they give us some of the words in the English language today, like hubris. Hubris means ‘excessive pride or self-confidence; arrogance’....
Regular readers will know that we do not choose between experiences, but we choose between memories of experiences and therefore how your memory is formed becomes important when designing a great Customer Experience. I talked about the difference between experience...
Who are you loyal to in your life? Your answer is probably family and friends. There is an emotional bond that has beenbuilt up between you. This bond is hard to break. Your family and friends can do things to you that you don’t like, but still you remain loyal....
By Steven Walden, VP Consulting and Thought-Leadership & Beth Coleman Abstract While Lean and Six Sigma ensure quality and sustained, measurable productivity, CEM-BPR enables break-through change, propelling the organization forward, to increase customer value,...
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...
As we look back at the past 12 months, I thought it would be interesting to review our most popular posts of 2012. 1. The first proved to be very controversial as I was suggesting the end of Customer Experience as a movement: “RIP Customer Experience: Seven reasons...
