September 27th, 2009
Your customers are irrational. You may think you already knew that, but — as recent research suggests — it’s true. In fact, we’re all irrational. Read the rest of this entry »
Tags: Actionable Steps, Anthropologist, Assumptions, Customer Behavior, Customer Satisfaction Surveys, Customer Surveys, Decisions, Emotion, Emotions, Logic, Long Time, Opinion Surveys, Paco Underhill, Paradox, Power Of Observation, Rational Mind, Real Time, Retail Environments, Trackers, Truth
Posted in Edition 17 | 1 Comment »
September 26th, 2009
More than satisfaction, customer emotion is the underpinning factor in the customer experience. Read the rest of this entry »
Tags: Academic Research, Coffee Shop, Colleague, Cup Of Coffee, Customer Experience, Customer Loyalty, Customer Retention, Customer Satisfaction, Emotion, Emotional Reaction, Emotions, Empirical Evidence, Gut Reaction, Instinctive Response, Intuition, Loyalty Card, Pros And Cons, Rational Thought, Reflection, Service Provider, Service Quality, Shopping Centre
Posted in Edition 09 | No Comments »
September 26th, 2009
Whenever you attend marketing, management or customer service conferences, you will hear the same exciting thing every time.
Read the rest of this entry »
Tags: Benefit, Buzz, Call Centers, Commodities, Competing Products, Customer Experience, Customer Satisfaction, Customer Service Conferences, Customer Strategy, Emotion, Important Facts, Insights, Management Consultants, Marketing Management, Marketing Research, Phone Service, Quotes, Satisfaction, Sentences, Service Customer, Service Marketing, Shaun Smith
Posted in Edition 04 | No Comments »
