Customer Experience
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Rescooped by Scott Davidson (sdavidsonuk@gmail.com) from Customer Intelligence
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13 stunning customer loyalty stats, including the surprising ineffectiveness of loyalty programs

13 stunning customer loyalty stats, including the surprising ineffectiveness of loyalty programs | Customer Experience | Scoop.it
Reward programs don’t keep customers from cheating on you. These customer loyalty stats show why—and reveal a better approach to customer retention.

Via Vision Critical
Scott Davidson (sdavidsonuk@gmail.com)'s insight:

A strong emotional connection with a brand is a stronger driver of loyalty than factors like ‘ease’ and ‘effectiveness’,

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Rescooped by Scott Davidson (sdavidsonuk@gmail.com) from Consumer trends in China
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Secret city design tricks manipulate your behaviour

Secret city design tricks manipulate your behaviour | Customer Experience | Scoop.it

"Hidden in cities and towns are "unpleasant designs" designed to manipulate our behaviour ..."


Via Leona Ungerer
Scott Davidson (sdavidsonuk@gmail.com)'s insight:

This will make your next walk in the city a very different experience

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Scooped by Scott Davidson (sdavidsonuk@gmail.com)
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4 Engagement Strategies to Diversify Your Customer Experience | CustomerThink

4 Engagement Strategies to Diversify Your Customer Experience | CustomerThink | Customer Experience | Scoop.it
4 Engagement Strategies to Diversify Your Customer Experience http://t.co/JwxRFTiSjG #customer #cex
Scott Davidson (sdavidsonuk@gmail.com)'s insight:

It's all about harnessing emotion ...

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Scooped by Scott Davidson (sdavidsonuk@gmail.com)
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Engaging the Overmarketed, Savvy Modern Consumer | CustomerThink

Engaging the Overmarketed, Savvy Modern Consumer | CustomerThink | Customer Experience | Scoop.it
RT @cex1 Engaging the Overmarketed, Savvy Modern Consumer http://t.co/hzBUMnQdV4 #cex #cem
Scott Davidson (sdavidsonuk@gmail.com)'s insight:

Does anyone gave similar UK stats?

 

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Rescooped by Scott Davidson (sdavidsonuk@gmail.com) from LeadershipABC
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The Business Model Canvas Explained

 

A 2 minute overview of the Business Model Canvas, a tool for visionaries, game changers, and challengers. This method from the bestselling management book Business Model Generation is applied in leading organisations and start-ups worldwide.

 

Curated by Kenneth Mikkelsen on: www.scoop.it/t/leadershipabc

 


Via Kenneth Mikkelsen
Scott Davidson (sdavidsonuk@gmail.com)'s insight:

Well worth 2mins of your time

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Rescooped by Scott Davidson (sdavidsonuk@gmail.com) from Designing service
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FORRESTER EXCLUSIVE: Human Emotion as a Driver for an Excellent Customer Experience | CX Network

FORRESTER EXCLUSIVE: Human Emotion as a Driver for an Excellent Customer Experience | CX Network | Customer Experience | Scoop.it
Human emotion is a primary driver of how people feel about brands and the extent to which those feelings — along with needs/wants — drive spend. This basic reality sits underneath customer experience (CX) initiatives, as one of CX’s core objectives is to design experiences that evoke emotions that drive affinity and spend.SEE ALSO: The Customer Experience Revenue Growth Equation Holds True In Europe Download this exclusive report from Forrester to learn about:

Via Alexis Brantes, Fred Zimny
Scott Davidson (sdavidsonuk@gmail.com)'s insight:

Figure 1 is interesting "Companies struggle to make customers feel good" ... I wonder if this is because of a focus on controlling (and reducing the probability of) negative emotions in any experience? Putting it in a complaints context, many firms are focused on reducing the volume of complaints (rightly so!) and negative complaints experiences, but sometimes lose sight of what drives a positive complaints handling experience and delivering more of that.

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Scooped by Scott Davidson (sdavidsonuk@gmail.com)
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Why you need to put the emphasis on customer experience over acquisition

Why you need to put the emphasis on customer experience over acquisition | Customer Experience | Scoop.it
Putting the emphasis on customer engagement and lifetime value rather than acquisition is key to future commercial growth, according to a leading customer experience expert.
Scott Davidson (sdavidsonuk@gmail.com)'s insight:

Music - or words - to my ear "engagement" and "lifetime-value"

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The thin line between success and failure in using customer data | CustomerThink

The thin line between success and failure in using customer data | CustomerThink | Customer Experience | Scoop.it
RT @cex1 The thin line between success and failure in using customer data http://t.co/8l2hySeqbt #cex #cem
Scott Davidson (sdavidsonuk@gmail.com)'s insight:

Use big data to improve the customer relationship not make £s - that should follow naturally from improved engagement

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Scooped by Scott Davidson (sdavidsonuk@gmail.com)
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4 steps to choosing the right customer for your business - BRW

4 steps to choosing the right customer for your business - BRW | Customer Experience | Scoop.it
BRW
4 steps to choosing the right customer for your business
BRW
All companies claim that their strategies are customer driven. But the term “customer” is among the most elastic in management theory.
Scott Davidson (sdavidsonuk@gmail.com)'s insight:

Chose the right customer for your business

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Rescooped by Scott Davidson (sdavidsonuk@gmail.com) from New Customer - Passenger Experience
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5 Reasons Brand Strategy & #SocialMedia Should Work Together

5 Reasons Brand Strategy & #SocialMedia Should Work Together | Customer Experience | Scoop.it

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, March 25, 2014 3:00 AM

With everyone focused on leveraging technology, connecting with their customers, you can understand the challenge when every 24hours 2 million blog posts are published.


You need to review your data and offer customized experiences to your targeted audience.


How do you stand out in this noisy environment?

Professional Search Engine Optimization's curator insight, April 13, 2015 11:33 AM

Striving for Triangulation: Social media, search marketing and PR