Archives for: Category: Customer Experience

Making Personalization Work for You

Author: Martin Mehalchin
5 / 9 / 2018

More often than we see good examples of personalization, we see the bad. There are countless examples across social media of customers experiencing companies missing the point when it comes to personalization. Take this Amazon customer for example: Obviously, this customer bought a toilet seat as a one-time purchase, out of need rather than desire. […]

Three Things to Look for at Shop Talk 2018

Author: Martin Mehalchin
3 / 14 / 2018

In three short years, Shoptalk, which will draw 8,000 retail professionals to Las Vegas from March 18th to the 21st, has emerged as a giant, must attend retail conference that now rivals the National Retail Federation Big Show that kicks off the retail year every January. Here are some things I’ll be looking out for […]

The Case for Emotion in CX

Author: Emily Hassell
11 / 17 / 2017

This is the first in our series on Emotion Design in CX. Read the 2nd, 3rd, and 4th in this series next. Designing for emotion is becoming an increasingly important element of customer experience. Whether conscious or not, customers make many of their decisions based on how they feel, by their emotions. In fact, over 50% […]

From Voice of the Customer to Customer Health

Author: Jessica Tuffley
10 / 23 / 2017
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The dreaded customer satisfaction survey. Designed as a tool for organizations to test customer brand loyalty, the satisfaction survey has morphed into a completely different beast. Ironically—in the drive to understand the customer’s experience—there has been great oversight in creating a positive experience in how that customer feedback is captured. Customers are asked for feedback […]

How a DMP can Transform Your Customer-Centric Marketing

Author: Loren Bors
10 / 15 / 2017

Can a Data Management Platform (DMP) Accelerate Your Digital Marketing? E-commerce has replaced store openings at the center of retail growth strategy. According to PWC, almost 75% of all retail growth since 2000 has occurred online. As more commercial traffic moves online and more of that online traffic moves to mobile devices like phones and […]

5 Musts For A Successful Customer Engagement Program

Author: Martin Mehalchin
9 / 15 / 2017

As brands seek to remain relevant and deliver value to their customers in the digital age, customer engagement has become a focal point on the agenda. Marketers now know that engaged customers buy more, spread more word of mouth, and are more satisfied and loyal. A recent Loyalty Driver Modeling Poll conducted by Lenati found […]

Core Principles of Emotion Design

Author: Emily Hassell
8 / 16 / 2017

This is the second in our series on Emotion Design in CX. Check out the 1st, 3rd,  and 4th next. Designing for Emotion is the process of driving emotional connection within your customer experience. The process involves understanding the emotions associated with your brand, prioritizing the emotions you want to encourage or eliminate, and designing for […]

Strategies for Emotion Design

Author: Emily Hassell
8 / 16 / 2017

This is the third in our series on Emotion Design in CX. Check out the 1st , 2nd and 4th blogs in the series. Emotion design strategy addresses the fundamental human motivation to avoid pain & seek pleasure. Here are two strategies, informed by the core principles of emotion, to design experiences that eliminate pain and drive […]

Methods for Capturing and Measuring Emotion

Author: Emily Hassell
8 / 14 / 2017

This is the last in our series on Emotion Design in CX, check out the 1st, 2nd, and 3rd in this series. To successfully design for emotion, firms need to capture and measure the emotions and motivators of their customers. There are various methods to gather this data directly from customers, or indirectly through research […]

Home Depot Builds Customer Loyalty Through Value-Added Experiences

Author: Guest Contributor, Jim Tierney
2 / 24 / 2017
The-Home-Depot---personalization-and-customer-experience---Lenati

With a total of 2,278 retail stores in all 50 states, the District of Columbia, Puerto Rico, U.S. Virgin Islands, Guam, 10 Canadian provinces, and Mexico, Home Depot is as familiar a name in retail home goods as any. Founded in 1978, Home Depot, the world’s largest home improvement retailer, knows how to generate customer loyalty, customer engagement, and memorable […]