Posted by Maria Gray
In 1996, Daniel Kahneman led a team, which conducted a well-known study on patient experiences of uncomfortable colonoscopies.
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November 5, 2015
Topics:
Customer Experience
Posted by Maria Gray
For far too long, customer feedback has been intrinsically linked to customer satisfaction surveys. It’s the go to method for collecting customer feedback. The thinking behind it makes sense; if you...
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November 4, 2015
Topics:
Customer Satisfaction Survey
Posted by Maria Gray
If you’re starting out on a programme to improve your customer experience, one of the most difficult things to overcome is departmental silos within your organisation.
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November 3, 2015
Topics:
Customer Experience
Posted by Maria Gray
It’s all very well knowing the numbers when it comes to customer satisfaction, but what’s happening to drive those numbers? Here’s an example.
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November 2, 2015
Topics:
Customer Satisfaction,
Measuring Customer Experience
Posted by Maria Gray
Imagine it’s your son’s birthday and you want to do something special. You want to go out to your favourite restaurant, where they do a cake your son just loves.
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October 28, 2015
Topics:
Customer Experience
Posted by Maria Gray
Stories are one of the most powerful things that humans can create and share. They are the things we remember above and beyond the day-to-day - it’s far easier for people to remember stories than dry...
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October 21, 2015
Topics:
Customer Experience
