Beyond Philosophy
MARCH 7, 2019
I am routinely gobsmacked by the number of organizations that don’t measure customer emotions. To measure something like customer emotions in your Customer Experience, you need the proper tools. We talked about measurement tools in a recent podcast , and how you can employ them in your Customer Experience.
COPC
APRIL 1, 2024
Global Benchmarking Series | Contact Center Technologies Today, executives deploy digital solutions with increased confidence and swiftness. In our consulting work, we have seen a dramatic increase in organizations deploying these virtual guides for self-paced, continuous training sessions.
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Beyond Philosophy
MAY 8, 2019
So, the ratio of those emotions may be different depending upon the situation or the customer. In our global Customer Experience consultancy, we have found you can evoke two to four emotions that work in different situations around the world, although different cultures may require different emphases to get there.
Beyond Philosophy
JANUARY 28, 2019
Many companies segment customers based on the amount they purchase, e.g., small, medium, and large. However, in our global Customer Experience consultancy, we encourage moving away from segmenting based on how much they spend with you and instead grouping centered on other variables. Follow Colin Shaw on Twitter @ColinShaw_CX.
Lumoa
OCTOBER 31, 2018
Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.
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