Kerry Bodine

JUNE 11, 2017

For the better part of a decade, I’ve had courtside seats to the evolution of two interrelated disciplines: customer experience and service design. From my vantage point as a both a designer and industry analyst, I’ve seen the potential for these fields to complement, learn, and benefit from each other. A Natural Partnership. The two fields’ respective objectives are, in my mind, the cornerstone of this seemingly natural partnership.

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Customer Experience Net Promoter Score Customer Experience Professionals Advertising 240

Middlesex Consulting

JUNE 11, 2017

In the previous post, I talked about the relationship between customer satisfaction and loyalty and introduced the concept of the zone of indifference. This zone is the broad middle ground between top and bottom boxes on a customer satisfaction survey. In this post, I will discuss the relationship between customer experiences and expectations and talk about the zone of tolerance and it’s complement the zone of intolerance.

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How To Social Media Customer Satisfaction Meeting 60

Currency Alliance

JUNE 11, 2017

Loyalty program announcements so far this year indicate a major sea change. From the customer perspective, it amounts to a Revolution – where brands are finally giving into what has been a ‘peaceful demonstration’ gaining momentum for several years – namely that it is too difficult to accumulate much value among so many incompatible loyalty point currencies/programs – so consumers quit.

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Loyalty Loyalty Programs Multi-Channel Rewards Programs 52

Middlesex Consulting

JUNE 11, 2017

When designing your services, products, or customer interaction, you must be aware of how your customers will feel about their experiences. Once you know this, you can make plans to make your customers feel more positive about doing business with you. In this post we will discuss the relationship between customer satisfaction and customer loyalty, the Apostle model, and the dreaded “zone of indifference”, which is like a black hole and should be avoided if possible.

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Customers

Strativity

JUNE 11, 2017

Depending on your industry, your customers could bear any number of titles. But what does the way you refer to your customers reflect about your and your organization’s values? The post What Do You Call Your Customers appeared first on Strativity.

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