Remove Consulting Remove Customer emotions Remove Metrics Remove Workshop
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Be Warned! Technology Isn’t Everything

Beyond Philosophy

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. Some companies get it and they’re creating an emotional connection that brings them loyal fans. Hesse didn’t talk about customer emotions. But many others look to technology.

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The Five Rules for Affecting Real Culture Change

Beyond Philosophy

Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention. I was running a workshop with a utility client many years ago about the concept of Customer Experience. Culture change is not easy. If it is at the end, then that tells me a lot.

Airlines 417
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Neglecting Your Contact Centre

Clarabridge

I wouldn’t go as far as calling it fake news, but some consultancies and technology providers are seriously neglecting the holistic perspective in favour of pushing their particular slant on the CX revolution. NONE of these metrics instils a ‘customer experience’ mind-set.