Dr Simon Moore

Narrative Journey Maps (NJM), the new and better way to Map the Customer Experience

If the point about Customer Experience is to start with the customer's psychology then why are we still living in a world where linear Journey Maps are de rigour for most organisations? Customers never think like this and neither should you! If you were...

Customer’s emotional experience – more complex than positive or negative

Customers are irrational consumers. How many things do you have in your home that are impractical and lack function? Why do we collect things? Why do we pay over the odds for a product in one shop that we could find cheaper in another?...

Net Promoter Score – a delicate case of the Emperor’s New Clothes?

My guess is that you "like to be liked"…. right? Is it enough to know you are liked or would you also like to know the actual reasons people do or don't like you? So let's ask someone: On the following scale indicate how much...

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