The Five senses. You have known them since elementary school. Sight, Hearing, Taste, Smell, and Touch. But while you may be aware of them and could list them all on a game show to win a prize, have you ever considered how each of them contributes to each of our...
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...
In my blog What the heck is Customer Experience Management I emphasised how Customer Experience value comes from designing in a more engaging ‘process of doing business’ (e.g., ‘I use Amazon.com because its such an easy process’) and at a high end how that process can...