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Archive | Customer Experience

Got Empathy?

Blog post by on April 23, 2014

My best friend went on a family vacation and, upon his return home, retold his vacation horror story to me. He was so upset about his treatment by a major airline that he wrote a 4-page letter …

Ryanair – Customer Experience Review

Blog post by on April 22, 2014

It is important for me to admit at the start of this review that I have never been an advocate of Ryanair. Many have heard me state that I would rather swim than use the airline that has …

A Simple CEM Challenge

Blog post by on April 21, 2014

As CEM professionals, market researchers, and data scientists we sometimes get caught up and enamored with the powerful analytics that are at our disposal.  We can quickly run advanced multivariate, Bayesian, neural network, machine learning algorithms, and …

One Customer Is All It Takes…

Blog post by on April 21, 2014

As we touched on recently in the The Magic Number in Customer Experience is Two, we can easily get sucked into data, cohorts, personas, analytics and the like and forget about the individual nature of our customers’ experiences. …