Kalina Janevska

When the choice of words make a huge difference in the customer experience

Wording and its role in ce Subtle clues play a huge role in customer experience design and execution. The aspects of the experience that are...

Online reviews and the user experience

The online customer experience is one of the highest strategic priorities for most companies today. Online net promoter score, or word-of-mouth, is now easily...

The concepts of “Ease” and “Simplicity” in Customer Experience

I recently came across an advert for the SmartShopper™ 301 Grocery List Organizer which is essentially a voice recognition device that organizes your grocery...

Customer experience Metrics vs. Customer Metrics

Customer Satisfaction, Loyalty, Recommendation, Effort, Spend, Tenure…the list of customer metrics is long and varied. Companies often track more than one and use it...

Mobile health experience – the role of smartphones in patient ‘customer’ experience

Mobile phones and apps are playing an increasingly important role in our daily lives. They have enabled us to make and change plans on...

What makes up a good Customer Experience Journey Map? – A checklist

Journey Mapping, also sometimes referred to as Touchpoint Mapping, is a tool often used by organisations as a starting point and introduction to their...

The Edible Cinema- the role of the senses in customer experience

Cinemas have been on the mission to provide customers with an experience that can compete with the low cost, low effort and high comfort...

Customer Experience Metrics – The Basics

Business metrics are a quick way of quantifying the progress (or otherwise) a company is making. More importantly, metrics are tangible concrete goals to...

Where to look for best practice customer experience outside the organisation?

When hiring consultancies most organisations look for companies with a proven track record of success within the specific industry. This makes sense as it...

Two dimensions of top percentile patient satisfaction

Managing patient satisfaction is a key strategic goal for healthcare providers on both sides of the Atlantic. With patient satisfaction scores being directly linked...

Call Centre Experience Management Styles

In a digital era where self-servicing and self-sufficiency become order of the day, human interaction is rightfully seen as a key differentiator for companies...

The store experience in digital retailing

Technology is rapidly changing the face of customer experience. Almost every retailer operates an e-commerce division of their business and while online purchasing for...

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