2004 Customer Experience Personalization 
Beyond Philosophy
APRIL 28, 2019
What Customer Emotions Drive the Most Value. The person asking understood what I was saying about evoking the proper emotions in a Customer Experience. That was in 2004. We discuss what we found in our research on this episode of The Intuitive Customer. I didn’t know.
Beyond Philosophy
FEBRUARY 3, 2015
Helping your Customers make a decision is an important element in your Customer Experience design. This delay is a consequence caused by the Paradox of Choice , first introduced to us by Barry Schwartz in his book of the same name in 2004, and then later in his TED talk. The Consequence of Choice.
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Beyond Philosophy
MAY 8, 2019
In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. These results were also published in my third book, The DNA of Customer Experience: How Emotions Drive Value (Palgrave Macmillan, 2007). Then, it can become experience-specific.
ShepHyken
FEBRUARY 19, 2019
Companies need to define what a 5-star rating means so that their customers are on the same page. People tend to look think of extremes when giving feedback, but what 5 stars means to one person may not be the same for another. The ultimate goal is to get the feedback to accurately reflect the customer experience.
Win the Customer
MARCH 8, 2017
In 2004, Unilever brand Dove conceived the Dove Campaign for Real Beauty , which promoted the company’s products by changing the emotions associated with personal care and beauty products. In one video on “Personal Worth,” DeVos speaks about how a faith in people has motivated Amway since the company’s beginning.
Beyond Philosophy
APRIL 20, 2023
Expanding Too Quickly Around 2004, I made the mistake of thinking that my global Customer Experience Consultancy was about to experience rapid growth. At this point, I had done little more marketing for my Customer Experience consultancy than writing and marketing the books. Click here.
CSM Magazine
MARCH 24, 2022
It is common knowledge that the retail industry thrives on positive customer interactions and feedback, so when reviewing the ways in which organizations can grow and remain competitive in their field, it is vital to craft plans that revolve around optimizing the customer experience. Increase service and revenue opportunities.
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