Qaalfa Dibeehi

Focus on “Meaning”, not “Happiness” for an improved customer experience

Recent work in psychoneuroimmunology (there is a field of study for everything) has shown that our gene expression differs according to two different types of well-being. Hedonic well-being refers to happiness we get from having access to and consuming resources. It is...

Analytics and emotion: Why storytelling may be the best friend of data science

Many of us would like to believe that we base our important business decisions on well grounded facts. It does not take much looking around to realise that the data do not necessarily support the decisions being made. David Brooks wrote an...

Ever Heard of the IKEA Effect? Increasing perceived value while reducing costs

There is a real psychological phenomenon called the IKEA Effect. It describes the notion that there is really is love in our own labour. When we put effort into building our own things we attach greater value to it. This phenomenon...

Increase productivity in the employee experience: hire a slapper

Increase productivity in the employee experience NPR (National Public Radio) recently ran the story of Maneesh Sethi who literally hired someone to sit with and slap him (a slapper) each time he got off course while working virtually. The British version of the slapper...

Movies you feel and taste! Edible Cinema at the Aubin in London

Multimodal experience is an experience that involves more than one sense (sight and smell for example). It is getting closer and closer to becoming business as usual. We are not there yet but its incidence is increasing. Indeed, I have previously blogged about multimodal...

Argos: A change in strategy doesn’t always indicate customer experience issues

I was recently interviewed on LBC 97.3 talk radio in London on the news that Argos would close 75 of its stores. Argos is a multi-channel retailer that sells general merchandise and products for the home. They have sales of about £4.3 billion ($6.9...

The futurist: DNA and customer experience

For those of you who have read our book "Customer Experience: Future trends and Insights" will know that I spend a bit of time thinking about the coming future of neurologically modulated customer experience which I refer to generally as Neuroexperience". In the book...

Are Apple stores changing their strategy away from customer experience?

Electronics retailers' customer experience has not generally enjoyed a stellar perception. Customers are all too familiar with sales people who know little more that what is written on product info cards at POS. With the advent of the internet shopping, the natural advantage retailers...

Customer Experience as a social education: Harrod’s gender neutral toy store

I recently wrote a piece on the "man aisle", a store layout experience that plays on man's ineptitude with shopping. Well, now I report on an experience at the opposite end of the gender role spectrum. Harrod's Toy Kingdom will be the first major...

Why a bank analyst found no payoff in customer experience

A recent article in the New York Times by Nathaniel Popper presents what looks like a tricky problem for customer experience experts. The article "Bank Analyst Sees No Payoff in a Customer-Friendly Focus" tells the story of Richard X. Bove, a noted bank analyst,...

Lush cosmetics consistently shows what it means to have a deliberate customer experience

I am often asked who delivers the best customer experience. This is an impossible question as the real answer is determined in the collective minds of the target audience customer. However, I am sure all of us who think about customer experience day in...

CRM Lessons for Big Data

Big data is a huge topic in Customer experience (no pun intended). Big data is bandied about now, primarily driven by the mounds of social media related data; companies can collect now (tweets, likes, shares, clicks, views, etc). The truth is we have always...

The Destination Starbucks – a concept customer experience

Starbucks is well noted for its consistent customer experience. You can be pretty confident of the experience you are going to get at a Starbucks no matter where you are. I am just as confident holding an ad hoc business meeting there as I...

The Man Aisle: a non-technological based grocery store customer experience

I love examples of basic applied customer experience without the use of technology. The last time I blogged on a grocery store concept is was all about the technology – the use of QR codes to create a new kind of shopping experience. Recently,...

New: commercial results via applied customer neuroexperience

In our last book, Customer Experience: Future Trends and Insights, we wrote about three areas to keep your eye on: Social media (short term future), Experience Psychology (near term future) and Neuroexperience (longer term future). Neuroexpereince is defined as "the experience the customer has...

The Shopping Mall as Customer Experience Barometer

Times are a changing. Shopping malls are changing with them and in the process are serving as sort of a customer experience barometer. It used to be that malls were simply warehouses for a variety of stores. Their main attraction was convenience. The big...

The advantage of developing markets over emerging markets in customer experience

In the last couple of years, customer experience has really taken off in developing and emerging markets. We have won major projects in Russia, the Middle East and in several countries in Africa. We have been approached by companies based in Brazil and Chile....

User Experience versus Customer Experience: same or different?

I've noticed that articles on user experience (UX) rarely mention customer experience (CX) and vice versa. The two seem to be developing in the shadow of each other without actually acknowledging each other. Then I came across an interesting blog post by Leisa Reichelt...

The Call Out Conundrum: a Barclays courtesy call

Over the last three days, I have had an interesting customer experience with Barclays Bank. I have had similar experiences with other organisations that must be concerned with security and have strict regulations. Here is the basic situation. Barclays call me. When I answer...

Embodied Cognition: The “White Coat” Phenomenon in Customer Experience

The New York Times recently reported an interesting observation that has been known by psychologists for quite some time. I call it the "White Coat Phenomenon". Basically, the phenomenon is that a doctor's white coat has many strong emotional and subconscious effects. The New...

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