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 not obviously noticeable and do not appear in traditional customer research reports because customers fail to point out, are in...
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 measurable and far more of a visible metric to business success, as customers leave their reviews directly on company websites...
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 shopping list. Its aim is to simplify and ease the grocery shopping process. A short review by a customer: "The SmartShopper...
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 as an indicator of how well their customer experience is being delivered. They are reported with the hope of directing...
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 the go; find our ways when driving; entertain ourselves while waiting; answer questions on the spot and essentially get information...
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 customer experience endeavour. It not only helps organisations put a different perspective on their business proposition (a customer perspective) but...
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 online streaming experience the internet has offered. Customer loyalty is gradually more difficult to maintain. A most notable attempt to enhance...
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 focus efforts and resources around because the main presumption behind them is that they are valid indicators of success. The...
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 implies the consultancy is familiar with the business and can readily spot fixes, share best practices and provide appropriate solutions. However,...
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 to financial gain and loss, hospitals in particular are forced to re-evaluate their way of being and consider their patients'...
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 trying to engage customers. The call centre experience is one such instance where human interaction can either seal or break the...
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 many is not the primary source of profit today (shopping in United States accounts for 9% of total retail sales,...