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...
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...
Controversial, may be; different, absolutely. An increasing trend in research today is the use of Implicit techniques: see the Harvard University website https://implicit.harvard.edu/implicit or in the UK the work of Dr Nigel Marlow (London Metropolitan University)...
Free white paper on ground breaking research and its application to improve the Customer Experience. We have been developing a new research methodology with academia to measure: 1. The subconscious experience 2. The key emotions felt 3. Which emotions drive and...
Whilst it is true that the intent to include the customer is well established within process methodologies, the measurable output remains focused on customer satisfaction and traditional research metrics. For instance, companies would qualitatively assess’ where our...
The advantages and disadvantages of BPR and Six Sigma In the CEM view consumers are not treated just as ‘rational satisfied actors’ but also possessing of emotional responses. Hence the measurement and understanding of emotions is a key area that should be appreciated...
