B2C, Customer Expectations, CX and Louisiana

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

When my wife and I visited Southern Louisiana last year about this time, we noticed that a lot of retailers differentiated themselves by doing a little something extra for customers. Chip has written that “We are reaching the limits of value-added service (taking what customers expect and adding more). Lagniappe works.

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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