Building your success, one ecstatic customer at a time
Ever wondered how certain brands manage to create a distinct and consistent experience about them, no matter where, when or how you interact with them?
‘Customer journey mapping’ is bandied about as the latest buzzword within the customer experience (CX) management space. Yet, for all the attention received and the
Business and customer service models are not evolving for the new post-pandemic operating environment and (much) higher customer expectations Two years into a black swan
A case for CX serving a greater purpose to humanity Some time ago, Unilever’s “Dove – Choose beautiful” campaign crossed my radar. I was deeply
Keep your customer loyal by applying best practice in customer service recovery when things go wrong I am often accused by my friends and family
We often refer to the importance of an “outside-in” perspective in customer experience. In simple terms, it means that the interaction with a company is
A fresh look at the value of customer feedback Completing a survey is a pain … fact! Most customers have seen right through companies’ false
Empathy is on everyone’s lips! We see tons of Linkedin posts around the importance of empathy.
By Liezel Jonkheid, co-author Betul Yilmaz Do customers tell the truth when asked for feedback? Recently a friend shared his approach and experience of providing
Retail sector hard hit by the pandemic Most businesses are struggling right now due to the economic impact ofCovid-19. The retail sector in particular, had
© 2022 by The Consumer Psychology Lab
© 2022 by The Consumer Psychology Lab
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