David Jacques
David Jacques
David Jacques is Founder and Principal Consultant of Customer input Ltd and a pioneer in the field of Customer Experience Management. He is passionate about understanding the drivers of customer behavior and creating innovative solutions to enhance the customer experience.
Building a Customer Experience Management Practice
This is a summary of the article “Guide to Customer Experience Transformation and Management” originally posted on LinkedIn on 30 April 2015. Understanding that customer...
Loyalty Programs Don’t Drive Loyalty (Part 2): Why?
The previous article showed that most loyalty programs are not very effective at creating loyalty but that on the other hand, improvements in customer...
Loyalty Programs Don’t Drive Loyalty; Customer Experience Does
Last month I kicked-off a conference with a customer experience management masterclass workshop in which I said that customer loyalty is not the result...
Authenticity: Lesson in Exceptional Service from a Small Coffee Shop
Examples of exceptional service seem to be too few and far apart, and are often from the same handful of organizations. These usually provide...
The Widening Gulf of Customer Experience
The term customer experience has in the past few years gained wide adoption. Its promise to drive business growth and the numerous stories of...
Lessons in Customer Experience From a Hair Salon
When was the last time someone told to you about his or her customer experience at a hair salon? This short service story illustrates...
Where Does Customer Experience Management Fit in an Organization?
Organizations looking to implement customer experience management by establishing a dedicated role or team are often unsure where the function should fit in the...
Service Outage Customer Experience Management and Social Media: My Advice to 3.
Last week the data services with my mobile service provider, Three ("3"), went down for half a day. An unforeseeable service outage could happen...
Using Story to Weave Emotionally Engaging Customer Experiences
Customer experience is the result of any direct or indirect interaction with an organization as perceived by the customer. So arguably the most important...
Why Mandatory Service Contracts Are Bad For Business
Customer retention and loyalty is in the vocabulary of every company, and one of the main objectives of most. But it seems that entire...
The Emotion of Service Recovery
In recent years, emotion has been the subject of much discussion in the field of customer experience. Every company wants to create "emotionally engaging"...