Loyalty Extends The Customer Experience

Within the Costumer Experience cycle or customer journey, associated with the purchase cycle (e.g. awareness, consideration, intention, purchase, loyalty/reward/re-purchase/advocacy/up-sell), I would like to focus on the Loyalty phase of the cycle, which is what has recently started taking shape in the region, and specifically UAE. The loyalty phase, being where the initial journey ends and […]

De-Escalation 101: Focus on Anxiety

I have seen customer service departments struggle so many times with complaining customers, it’s almost heartbreaking.  At the same time, I have seen so many situations de-escalate despite relatively long resolution times. How can an escalating situation ever end up in satisfied customers, despite a long resolution cycle you ask? Escalation = Anxiety It all […]

Infographic: 3 Interesting CX Metrics

We have put together 3 interesting metrics of customer experience / satisfaction into an infographic, our sources include the Temkin Group, cx-journey.com, Lee Resources, Inc (quoted in cxday.org), Bain and Company quoted by winthecustomer.com.  Click on the infographic to see a larger version. Data compiled from these sources: http://www.cxday.org quoting Lee Resources, Inc. http://winthecustomer.com/3-effective-underutilized-customer-retention-methods/ http://www.cx-journey.com/2013/12/this-trumps-customer-experience.html […]

CX and Organization Alignment

Delivering consistent consumer experience across all customer touch points provides opportunities for competitive differentiation, conformity to consumer expectations and at times customer delight. However, in the today’s world, consistency of experience across channels (manned or unmanned) is expected by customers. Consumers have been attuned to such nuances by interacting with industries like Airlines where search, […]

Datum, Data, Information… Dashboard

Don’t worry, X-men aren’t real and you are not wolverine that traveled back in time, you aren’t on your desk suffering dreadfully from the voice of your math teacher trying to get in-sync with his frequency. A couple of days ago my Colleague posted an article on Big Data discussing various practicies that ultimately enhance […]

3 Lessons from Zaatar W Zeit’s Customer Journey

I am a big fan of Mana’eesh, the carb loaded cheese or thyme Lebanese pie.   When you think mana’eesh, one bakery’s name pops up inevitably, Zaatar w Zeit.  For the uninitiated, Mana’eesh is considered to be fast food, traditionally sold on every street corner bakery in Lebanon, and known to be quite cheap.  Zaatar […]

Reduce Consumer Anxiety Using “Feedback Design”

Forrester is one of the leading supporters of Customer Experience.  In one of their posts (by Kerry Bodine), they say: “Of the six disciplines in Forrester’s customer experience maturity model, design is probably the least understood. It’s is not taught in most business schools (although this is starting to change at institutions like Stanford and […]