I enjoy my role as a customer. I take it quite seriously. Over the past 25 years, I have probably signed up for every loyalty program that brands have offered me. I have tried to participate in many of their campaigns and feedback, wearing the customers’ hat. It has...
5 Key Lessons About Emotions and Customer Experience eTouchPoint Today’s most successful companies make significant investments in customer experience (CX). While they tend to emphasize boosting customer satisfaction, experts believe building emotional bonds...
I recently visited an outlet of a multinational department store where the emergency exit was in use due to some maintenance being done on an escalator. I was delighted to see the blackboard below covering an entire wall in what would normally be a staff only area....
Keeping a Human Focus in Customer Experience eTouchPoint Today’s customers expect a digital customer experience, but putting to0 much emphasis on digital CX can leave your customers feeling unrecognized. Read our thought leadership article to learn three tips to...
Recent years have seen heightened attention–and spending–on customer experience (CX). For many companies, customer satisfaction is the primary target for most of their CX investment. That seems like a worthy goal, but is it enough? Many CX industry experts...
We are all consumers of products and services. As such, we are driven by our emotional associations with those experiences. Take a moment to think about your best and worst customer service experiences. What about when you were crunched for time, but had to stop at...
