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X+M  Le Journal des Expériences Mémorables
Bienvenue dans le monde enchanté de l'expérience client ! Toute l'actualité de l'expérience client, du design de service, de la voix du client, du marketing sensoriel et expérientiel et du management de l'expérience client. Enjoy !
Curated by Laurence Body
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How Emotion Influences Buying Behavior #INFOGRAPHICS

How Emotion Influences Buying Behavior #INFOGRAPHICS | X+M  Le Journal des Expériences Mémorables | Scoop.it
When it comes to making decisions about what to buy, people go with their hearts more often then their heads. 31% of advertisers report gains from emotional campaigns, while only 16% report gains from campaigns that appeal to people’s rational side.

Via Brian Yanish - MarketingHits.com
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FELICIA PHILLIPS's curator insight, August 7, 12:30 PM

Great infograph on how to influence using emotional triggers.

Fabrizio Cappelli's curator insight, August 8, 5:08 AM

That's all abour Croc Brain !

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The Real Benefit of Design Thinking - Innovation Excellence (blog)

The Real Benefit of Design Thinking - Innovation Excellence (blog) | X+M  Le Journal des Expériences Mémorables | Scoop.it
Doing design thinking is a cure for such small mindedness—and is the real, lasting benefit of this humanizing work. This post dives into this theory.
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Guest Story: Personal Customer Experience - The Ritz-Carlton Leadership Center

Guest Story: Personal Customer Experience - The Ritz-Carlton Leadership Center | X+M  Le Journal des Expériences Mémorables | Scoop.it
In this guest story, an employee at The Ritz-Carlton turns a customer complaint into a memorable, personal customer experience.
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5 Things That Are Killing Your Customer Experience

5 Things That Are Killing Your Customer Experience | X+M  Le Journal des Expériences Mémorables | Scoop.it
Companies have a bad habit of treating customers like a flakey guy would treat a girl he didn't care about. Once they have the customer, they don't want to deal with what it takes to manage that relationship.
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The three factors reinventing customer experience design | MyCustomer

The three factors reinventing customer experience design | MyCustomer | X+M  Le Journal des Expériences Mémorables | Scoop.it
Why jobs, journeys and decisions are more important than personas, interactions and emotions.
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Is customer experience management the new CRM?

Is customer experience management the new CRM? | X+M  Le Journal des Expériences Mémorables | Scoop.it
Consumers have far more information today than they have ever had, and this simple fact is a major game changer for anyone who sells anything
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The Importance Of Design Thinking For Big Data Startups | TechCrunch - TechCrunch

The Importance Of Design Thinking For Big Data Startups | TechCrunch - TechCrunch | X+M  Le Journal des Expériences Mémorables | Scoop.it
We’ve reached a point technologically where consumers are no longer impressed by access to data, as data availability, even our own, is increasingly the..
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CEO involvement in customer experience increases profitability – study - Marketing Magazine

CEO involvement in customer experience increases profitability – study - Marketing Magazine | X+M  Le Journal des Expériences Mémorables | Scoop.it
An increase in profitability, revenue growth and customer retention can be linked to CEO engagement in customer experience, a recent study has found.
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Improving Customer Experience, Increasing Customer Loyalty Two Key ... - Loyalty360

Improving Customer Experience, Increasing Customer Loyalty Two Key ... - Loyalty360 | X+M  Le Journal des Expériences Mémorables | Scoop.it
Improving Customer Experience, Increasing Customer Loyalty Two Key Objectives for Marketers
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10 Weird Sensory Marketing Tricks Companies Use On Us - Listverse

10 Weird Sensory Marketing Tricks Companies Use On Us - Listverse | X+M  Le Journal des Expériences Mémorables | Scoop.it
It is a well known fact that your memory and smells are tied closely together (this is called the Proust phenomenon). More than pictures or sounds, a scent
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The Loyalty – Customer Experience (CX) Connection | Loyalty360.org

The Loyalty – Customer Experience (CX) Connection | Loyalty360.org | X+M  Le Journal des Expériences Mémorables | Scoop.it
Learn how customer experience is tied to long-term customer retention and build an integrated approach
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How to Sell the Value of Design Thinking - Enterprise Architects [Blog]

How to Sell the Value of Design Thinking - Enterprise Architects [Blog] | X+M  Le Journal des Expériences Mémorables | Scoop.it
Design Thinking is more than thinking differently; it is working with, and for, people from the very beginning in order to create better outcomes.
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Customer Experience Management Success Factors

Customer Experience Management Success Factors | X+M  Le Journal des Expériences Mémorables | Scoop.it
6 factors for customer experience management success.
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Five Customer Experience Lessons British Airways Taught Me - Forbes

Five Customer Experience Lessons British Airways Taught Me - Forbes | X+M  Le Journal des Expériences Mémorables | Scoop.it
My British Airways experience was so memorable and thought-provoking I have to thank them for the inspiration for this article.
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Service Design in Consumer Banking: the challenges and opportunities

Service Design in Consumer Banking: the challenges and opportunities | X+M  Le Journal des Expériences Mémorables | Scoop.it
Last month we looked at the UX revolution in healthcare and how changes in that sector are moving towards putting the cu…
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Amazon expands handyman service to 15 metro areas | Retail Customer Experience - Retail Customer Experience

Amazon expands handyman service to 15 metro areas | Retail Customer Experience - Retail Customer Experience | X+M  Le Journal des Expériences Mémorables | Scoop.it
Amazon Home Services is expanding nationwide in terms of providers and services, as it begins moving into 15 metro areas including Atlanta, Boston, Miami and San Diego.
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Service design has most impact on recycling

Service design has most impact on recycling | X+M  Le Journal des Expériences Mémorables | Scoop.it
Log in to read Service design has most impact on recycling, and the latest environment, carbon and sustainability news and analysis for professionals on The ENDS Report
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How to Bring Design Thinking to Your School for Free (Without Hiring a Fancy ... - EdSurge

How to Bring Design Thinking to Your School for Free (Without Hiring a Fancy ... - EdSurge | X+M  Le Journal des Expériences Mémorables | Scoop.it
It’s time for another rousing edition of “Because You Asked,” a space for you to ask those questions weighing you down--the ones you don't even want to ask your friends. Got an edtech question that you want addressed?
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Creating a seamless retail customer experience

Creating a seamless retail customer experience | X+M  Le Journal des Expériences Mémorables | Scoop.it
EIU reports 67% of organisations think they provide better than average customer service.... go figure! http://t.co/sSGAX0nQS3
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4 Ways To Improve Customer Experience Using Data

4 Ways To Improve Customer Experience Using Data | X+M  Le Journal des Expériences Mémorables | Scoop.it
Enhancing your customer's experience of your website isn't an art, it's a science involving the use of data. Find out how you can take advantage.
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How to use design thinking in your next project

How to use design thinking in your next project | X+M  Le Journal des Expériences Mémorables | Scoop.it
What exactly is Design Thinking? Let’s take a step back and hear from the man who helped shaped the methodology as it’s used today, Tim Brown of IDEO. As he writes:
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How can you deliver an award winning customer experience? | Loyalty360.org

How can you deliver an award winning customer experience? | Loyalty360.org | X+M  Le Journal des Expériences Mémorables | Scoop.it
n other words, it’s not just about being friendly on the phone.
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Infographic: Customer experience and the company vs consumer tug-of-war | MyCustomer

Infographic: Customer experience and the company vs consumer tug-of-war | MyCustomer | X+M  Le Journal des Expériences Mémorables | Scoop.it
Is there a disparity between what businesses and consumers think is important in customer experience?
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Harley Manning's Blog

Harley Manning's Blog | X+M  Le Journal des Expériences Mémorables | Scoop.it
Does customer experience really matter to business success — or is CX just the latest flavor of hype?
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