best practice: Experience


Articles for "Customer Experience"

CX: Successful management of emotionsPositive customer experiences and respectively resulting emotional bonds facilitate sustainable business relationships. A central variable in the customer’s experience are the emotions associated with a certain touch point, in addition to the detailed process flows ...read more
An interview with Katja Birke in Pharma RelationsWhy do doctors prescribe our product or why do they prefer our competitor? How do our customers really feel about our brand? And how should we act when a new player enters the market? In her interview with Pharma Relations, Katja Birke talks about the special features ...read more
Hit the mark creativelyCreative Problem Solving (CPS) is an excellent approach to finding innovative and imaginative solutions along the customer journey. Heiner Junker is a certified CPS facilitator and certified facilitator Design Thinking and explains what this method is all ...read more
It’s all about CXThe third Hamburg Innovation Breakfast has been a great success: Under the motto “It’s all about CX”, market research experts from various industries met on January 18th, 2017 to exchange views on gripping issues in customer experience ...read more
CX Monitoring: How satisfied are you with your health insurance?Customer experience and customer loyalty play an important role in the highly competitive health insurance industry. How does one dependably keep track of one’s ratings, if possible continuously? In their article in Research & Results, Thomas Winker and Axel ...read more
More than WordsSometimes traditional surveys just hit the brick wall – especially if consumers are asked to describe their feelings, although the respective situation occurred already a while ago. However, the consumer’s emotional experience is particularly interesting when it ...read more
When products find their voiceHas your product ever spoken to you directly? Does it feel well positioned or rather neglected? This notion stretches conventional quantitative and qualitative interview methods to their limits. Structure constellations may help to clear up the situation, since they ...read more
Which flea&tick treatment would you choose?Before customers decide to purchase a product, they encounter many different touch points during their customer journey – also online. When measuring the relevance of those touch points, online touch points often seem to perform much worse than the traditional ones, ...read more
Touch me if you canWebsite, social media, or maybe rather analog letters and circulars? For effective and efficient customer management at B2B enterprises, a fine-tuning of all relevant contact points is becoming more and more important. Successful implementation requires accurately ...read more
Close in on consumer experienceWhy are customers satisfied with a certain product? Satisfaction or dissatisfaction cannot always be attributed to individual criteria; instead they result from a combination of many different aspects. The online tool TouchPointer can help us understand this phenomenon ...read more
Optimisation of Touch-point PortfoliosThe Internet and social media have become some of the most important sources of information in our daily lives, privately as well as professionally. Hence new media are also becoming more and more important as touch-points. But is it worth it to neglect traditional ...read more


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