Emotions

1
Nov

Customer Experience Fuels Innovation

Customer Experience Fuels Innovation Guest Blog: Annette Franz, CCXP How does customer experience fuel innovation? This is a hot topic. We want (need) to see companies innovate for the customer, but many companies still struggle with what that means, how to do it, and what it takes to truly be innovative; instead, they imitate. I think Kerry Bodine said it

Read more

27
Oct

Customer Experience Collaboration and Case Management – Made Simple

Customer Experience Collaboration and Case Management – Made Simple Complex case management – handled simply. It’s usually the complex and unpredictable customer cases that make it past your automated processes and self-service channels to reach your agents. To handle them, agents need increasingly specialized knowledge—knowledge about which step is next and what information is relevant when a case takes an

Read more

25
Oct

Getting the best insights hinges upon asking the best questions

Getting the best insights hinges upon asking the best questions. Decooda accurately detects how customers think, feel and act about a product, experience or brand, and uncovers how those thoughts and feelings translate into behavior, in order to understand the relative importance of each customer touch point.  This is achieved by complementing the Likert question with a carefully crafted, unique

Read more

24
Oct

Cultivating a customer-centric culture with Decooda Impact Analysis

Cultivating a customer-centric culture with Decooda Impact Analysis One of the biggest challenges companies face is getting the team to “lean in” and embrace a culture of customer advocacy. The Decooda Impact Analysis reveals the granular emotions and cognitive insights of the customer experience that get everyone on the team aligned to the needs of the customer. How your customers

Read more

12
Oct

Improving the Survey Respondent Experience

Improving the Survey Respondent Experience Guest Blog Post By: Annette Franz, CCXP   There’s a lot of talk about improving the customer experience. And there’s a lot of talk about using surveys to listen to customers so that we know where we need to improve the experience. But have you ever considered that those very surveys are another touchpoint in

Read more

6
Oct

Removing the barriers to effective customer experience analysis

Removing the barriers to effective customer experience analysis With a direct link clearly established between customer satisfaction and revenue growth, you would think that customer experience scores would be on the rise. Unfortunately, that’s not the case. According to Forrester’s US 2017 Customer Experience Index (CX Index™), CX quality worsened between 2016 and 2017. And this is in the face of

Read more

8
Aug

Behaviors Matter and They’re Predicted by Emotions

Behaviors Matter and They’re Predicted by Emotions https://customerthink.com/more-evidence-that-customer-experience-is-about-emotions/ Thank you for writing this Jeanne! We couldn’t agree more. You make a good case for a point we are trying to communicate in the marketplace. Not only do CX campaigns and approaches need to be emotionally engaging to be successful, but businesses also need to be able to detect customer emotions

Read more

Enjoy this blog? Please spread the word :)