What is Customer Experience?

What is Customer Experience

While it’s a seemingly simplistic concept, ‘customer experience’ has a major impact on the overall success of a business and factors highly when it comes to building and sustaining a brand . It is regarded as the single most important differentiator of business today. In a world of choice, easy access, instant gratification and augmented […]

An Experience To Remember: But What Do They Remember?

Qualitative, unstructured feedback reveals the full impact of the customer’s experience and how it will influence her future decision-making, loyalty and advocacy. Yet companies often view a contentious incident very differently, which leads us to that infamous question: is the customer always right? Is The Customer Always Right? Ian Golding recently delved insightfully into this dilemma in […]