Manage Customer Expectations The Right Way

Posted by Jason Sharpe

Here’s a little story about customer expectations.  I recently moved to an old house in a rural area. As you can imagine, my broadband options were pretty limited. Like most people (72%, according to...
Read More August 23, 2018

Topics: Emotional Engagement

Empowering your Frontline Heroes: Why Great CX Starts with Employee Engagement

Posted by Rant & Rave

Us humans like to think we’re a logical bunch. But when you dig deep into what really drives us, it becomes apparent there’s only one major factor in our decision-making process – and that’s emotion....
Read More August 10, 2018

Topics: Employee Engagement, Emotional Engagement

How Emotion Is Changing The Face Of Customer Feedback

Posted by Rant & Rave

We all love customer feedback. It makes our performance better, our messaging stronger, and a good old-fashioned customer survey is an obvious way of generating it. In fact, that’s been the go-to...
Read More August 10, 2018

Topics: Customer Feedback, Emotional Engagement

4 Questions to Consider When Reinventing Your Company Culture

Posted by Sam Roberts

Reinventing your company culture is a huge ask and there's no shortcuts. To help you with a few of the hurdles, here's 4 questions to consider if you're at the start of your journey. 
Read More January 10, 2017

Topics: Employee Engagement, Emotional Engagement, Culture

How Connectivity Can Improve Emotional Engagement With Customers

Posted by Sam Roberts

If you’re anything like me, when you’re looking to buy something new, you’ll grab your phone and start browsing the Internet. We all know that online purchasing has become an incredibly immersive and...
Read More November 11, 2016

Topics: Emotional Engagement

How Delivering a Return on Emotion Can Improve Your Customer Retention Rate

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...
Read More November 10, 2016

Topics: Customer Engagement, Emotional Engagement

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