It seems only right that since my last piece was on the on the importance of saying goodbye, I should deal with the even more important area of a good welcome. Feeling like you are a valued customer from the moment you enter anyone’s premises – and that includes online premises – taps into a deep emotional need and it’s a bit of a mystery to me why organisations don’t pay more attention to it.
I experienced a brilliant welcome when I visited a National Trust property Continue reading “Hello and welcome”
What does Gothic fiction have to do with customer experience? Not something I’ve thought about until recently but the parallels are interesting.
When I’m working from home I like to have BBC Radio 3’s Essential Classics and on Tuesday’s broadcast studio guest Sarah Perry, author of much-lauded novel The Essex Serpent Continue reading “Experience Design: Almost Gothic?”
This week I will be putting up three posts on the emotional element of superior service. I will be covering:
1) How creating an emotional connection can build customer loyalty
2) Where customer surveys can let you down
3) Why, paradoxically, customers don’t always come first
First, let’s look at how a positive emotional connection can build loyalty better than loyalty schemes. Continue reading “Getting a grip on emotions: 1) Customer loyalty”
At the risk of turning this blog into a restaurant column, John Maeda’s excellent simplicity blog features an interesting item on his visit to a restaurant where his white table napkin was removed and replaced with a black one. Maeda treats this as an example of trust – by demonstrating an attention to detail. Continue reading “Simplicity, trust and black napkins”