B2B, Customer Expectations, CX and Mississippi

The 20 Stakeholder Experience Emotions: Which Are Most Positive and Value-Enhancing, and Which Are Most Negative and Value-Destroying?

Beyond Philosophy

NOVEMBER 28, 2017

Until about a decade ago, most CX and value delivery metrics were built around tangible and quality-related elements of value – price, consistency, speed, completeness, accuracy, durability, and the like. In this post, we are addressing the perceived value influence of emotions and memory on b2b and b2c customers. Frustrated.

E-commerce

E-commerce B2C Artificial Intelligence B2B

Delivering Unique, Attractive (Even Branded) Customer Experience Lagniappe: Any Company Can Do This

Beyond Philosophy

JUNE 7, 2016

The idea of providing customers with a little extra value has been known for over a century. Maybe Merriam-Webster thinks that lagniappe has caught on, but customers would be hard-pressed to find it consistently in experiences they receive from most b2b and b2c organizations. Can technology create customer delight?

Customer Experience

Customer Experience B2C Touchpoint B2B

Tech Customer Success

The 20 Stakeholder Experience Emotions: Which Are Most Positive and Value-Enhancing, and Which Are Most Negative and Value-Destroying?

Delivering Unique, Attractive (Even Branded) Customer Experience Lagniappe: Any Company Can Do This

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