Building your success, one ecstatic customer at a time
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
Picture this scenario: You have just completed a purchase or service engagement with a particular brand. Soon afterwards, you receive an e-mail thanking you for
Delivering exceptional customer experiences has become a top priority for companies across industries, particularly in highly competitive environments where there is a relatively level playing
Even when your customers love you, your products, the services you offer, or your staff, at some point you may be faced with an unhappy,
