Evaluating the post-experience: how to fill gaps in NPS measurement
Whilst trying to check in for a flight recently, I kept receiving an error message that my passport credentials could not be accepted. I re-entered the information many times, had others review the information I submitted and even called customer support. All to no avail. I had to check in at the counter once I…
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“How can I help?”
It’s a simple question that can open doors. But it also creates tension. The person you’re seeking to connect with might not want to believe that help is possible. There’s a solace that comes from being really and truly stuck, and hope might not be on their agenda. Or there might be resistance to thinking […]
Save your seat for the Forward conference: discover the future of CX this September
Are you a forward CX thinker? Curious about the future of AI and the latest technologies? You will love the upcoming event hosted by Forethought on September 8th. Forethought are bringing the CX community together to share their insights and connect in their new, free, virtual conference. Put yourself forward to discover the future of…
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Unprepared, as always
Technological leaps always take us by surprise. What happens when every visual image ever created can be remixed and expanded? Van Gogh, Superman, or Moses. These link to an open search engine, so your mileage may vary. New software allows anyone to create images simply by typing in a dozen or so words. And software […]
Using the Peak End Rule in CX
Customers don’t recall an experience by the sum of every moment, there are only 2 key experiences that they base their overall experience on. Watch here
#CustomerExperience #NPS #JourneyMap #CX #PeakEndRule #XFiles #CustomerPsychology
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Revisionism
There are two marketing problems when it comes to creating interventions for the public good. The first marketing problem is that when it works we take the intervention for granted. The world doesn’t fall apart, and we don’t notice, because our expectation was that the world (whatever world matters to you) should stay on course. […]
“A good study”
The gatekeepers keep disappearing. When it cost $500,000 to produce a record album, you could assume that it was going to reach some people and not be completely amateurish. Today, many songs in the iTunes store have had exactly one listen. When it cost $5,000,000 to make a video or a film, there was a […]
This week in CX: Five9, Qualtrics, and Zoom
Happy Friday! We’re bringing you the latest roundup of industry news. This week, we’re looking at cloud call centres’ ROI increase; new research into post-pandemic company culture; how Zoom has upgraded your remote working experience; and e-commerce personalisation tactics. Key news To round off August, global consumer confidence has seen its further descent. Ipsos’ Global…
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