Getting value from customer feedback that is not always what it seems
A friend recently shared his experience with me of providing feedback after buying his new vehicle. As a Voice of the Customer specialist, his response
Building your success, one ecstatic customer at a time
A friend recently shared his experience with me of providing feedback after buying his new vehicle. As a Voice of the Customer specialist, his response
Opinion by Liezel Jonkheid, Director and Founder of the Consumer Psychology Lab Empathy is a key differentiator in creating exceptional customer experiences in an increasingly
Unpacking how experience transfer across industries becomes the new standard impacting CX and business results. In today’s fast-paced world, customer expectations are constantly evolving, influenced
I am on the fence about my first experience of the ‘self-drive’ option versus the ‘drag race’ acceleration of my first-ever Tesla drive during my
In an era where AI dominates conversations about customer experience, there is a palpable fear among customer service agents about their continued value within contact
By Liezel Jonkheid, Director and Founder of the Consumer Psychology Lab Thinking back to the time I stepped into the entrepreneurial world 15 years ago,
In a world where recommendations flow easily across social networks and digital platforms, the nature of consumer loyalty has changed. It’s no longer just about
In today’s rapidly evolving market, customer experience (CX) is a battleground for companies vying to secure a competitive edge. Globally, evidence of the unequivocal correlation
“Emotion is often the primary factor influencing customer loyalty and the strongest driver of customer retention, enrichment and advocacy.” -Forrester Our feelings and emotions are
There is no disputing that customer experience (CX) is the key differentiator for companies looking to stay ahead of the competition, especially for those where