Jean-Francois Damais

The Forces of Customer Experience: Drive Stronger Relationships through a Better Understanding of Customer...

Do you truly understand the forces that are at play in your customers’ minds? Doing so is a critical step in the design of customer experiences that can foster strong relationships and drive competitive advantage. But at a time of such great upheaval, how...

Get Fair or Fail: Why Fairness is Key to Business Success

Acknowledgement of customer experience as a driver of business performance is at an all-time high, with most companies making significant investments to meet their customers’ needs. But for many the question remains; how do you choose which customers or situations to prioritise? This article...

Predicting Retention and Word of Mouth: Are Your Customers Working Harder Than Your Company?

If you are a business owner or executive, you know how easily customer complaints can slip through the cracks and become secondary, sometimes even forgotten. Complaints management has been an increasingly hot topic in today’s overly transparent...

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