Posted by Molly Shanahan
A report by American Express suggested that 3 in 5 Americans would try a new brand or company if they believed they would provide a better service experience. This makes it clear that brands need to...
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November 10, 2016
Topics:
Customer Engagement,
Emotional Engagement
Posted by Emma Rudeck
It’s been said that it takes just seven seconds for someone to form a judgement about you. We also know from recent International research that first impressions are also tough to challenge once...
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August 9, 2016
Topics:
Customer Experience,
Customer Engagement
Posted by Emma Rudeck
Emotion is a big driver of customers’ economic behaviour. So in order to have a meaningful engagement with your customers, you need to engage with them on an emotional level.
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August 5, 2016
Topics:
Customer Engagement,
Emotional Engagement
Posted by Emma Rudeck
Our society, shopping experiences and work days are defined by our every click, preference and recorded journey.
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June 8, 2016
Topics:
Customer Engagement
Posted by Sam Roberts
Think about the last time you were really emotional about something. This can be either end of the scale – from utter devastation to complete elation. Did you keep these feelings to yourself?
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June 7, 2016
Topics:
Customer Engagement,
Real-Time Feedback,
Customer Emotion
Posted by Maria Gray
Everyone knows that satisfied customers are vital to the success of any business in today’s market place, and the contact centre is no different.
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December 9, 2015
Topics:
Customer Engagement,
Customer Effort
