Archives for: Tag: CX

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% […]

The Case for VoC Strategy: Building a strong foundation

Author: Paige Burdick Blazei and Antje Helfrich, CCXP
11 / 14 / 2017

Most companies don’t have a robust voice of the customer (VoC) program. Only 42% use technology to support a VoC program, which means they either don’t have a program at all, or the program is ad-hoc and limited in its reach. When companies do adopt a technology platform (commonly referred to as a customer feedback […]

From Voice of the Customer to Customer Health

Author: Jessica Tuffley
10 / 23 / 2017

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 […]

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

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 […]

Amazon Go Shows That Most Retailers Still Haven’t Learned

Author: Martin Mehalchin
12 / 6 / 2016

This week in retail started with the news that Amazon would be opening Amazon Go, a cashier-free, app-based shopping experience concept that I am almost certain will grow into a chain with hundreds, if not thousands, of locations. Amazon pretty much invented e-commerce and now they are sending clear signals that they intend to reinvent […]

CX Day: More Opportunity to Innovate and Create Great Experiences

Author: Martin Mehalchin
10 / 4 / 2016

As someone who works in customer experience (CX) every day, I don’t need to be reminded of the importance of customer-centricity. But CX Day, and the great awareness work done by the CXPA, does give me the occasion to reflect on emerging trends and the best (and worst: hello Wells Fargo!) CX examples that have […]