How To Map The Emotional Journey Of Your Customer Experience

Emotion plays an integral part in any customer journey with customers going through a range of positive and negative emotional reactions. To offer a good customer experience you need to ensure the positive emotions outweigh

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A Guide To The Customer Journey

Once upon a time the path to purchase was a relatively linear progression from identifying the need, a little consideration and then purchase. Those days, I am afraid, are over. The modern customer journey is

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How To Measure Emotion In Customer Experience

Customer experience experts have created measurement systems to track customer satisfaction, customer effort score and net promoter score. But there is one area that has been more difficult to translate into a simple metric. Customer

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Alternative Approaches to Understanding Customer Experience

Those with some knowledge of Customer Experience will already be aware of the likes of NPS, CES and CSAT. But beyond these core metrics what other methods can be used to get a deeper understanding

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