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Functional vs. Emotional Customer Experience – Who’s the Daddy?

May 18, 2015

Over the past few years, there has been increasing discussion around the importance of emotions in the development of customer experiences. And quite right too. When we have had a particularly positive or negative customer experience as a consumer, our emotions are brought fully into play. However different business disciplines that can be utilised to look at improving the customer-servicing processes within a company, such as Lean, Six Sigma or


Tigersheds – Tiger, Tiger, burning dull – a tale of terrible Customer Service

May 14, 2015

Now, I don’t usually do this, as it is not within my interest as a Customer Experience consultant to ‘go public’ on a bad experience that I have, however this has been SO bad that I thought it would be wrong not to share it. Please see the video below and read the communications underneath. ________________________ From: Ian Williams Sent: 14 November 2014 09:45 To: Subject: Leak in cabin


Voice of the Customer – Great! But what is it?

April 18, 2015

The term Voice of the Customer is widely spoken about in the Customer Experience world and, alongside Net Promoter Score, Customer Satisfaction and Customer Effort Score, is considered to be one of the most important research techniques/ metrics on offer to CX professionals. That being said, for a few different reasons, it is also arguably the most mysterious and misunderstood of all of the CX measurement techniques. Voice of the


Customer Journey Mapping – The Right Steps…

March 27, 2015

Customer Experience is much bigger than Customer Service. The experience a customer gets doesn’t just come from the service they receive. Their experience is also determined by the product and channel propositions, including the product, price, sales channel, promotional and branding activity. They all have an impact on the customer’s experience. You could go as far as to say that Customer Experience is driven by the 7Ps so commonly spoken


Sixty Shades of CeX…

February 26, 2015

“The thing is” she said “I find it much better when you start on the outside and work your way in.” Raising one eyebrow slowly, he looked at her straight in the eye. “I love it when you talk CeXy to me…” What differentiates Customer Experience (CX or CeX) from other business disciplines is that it is all about seeing things through the eyes of the customer and having an





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