- Emotion plays a larger role in customer experience (than effectiveness and ease): Harvard Business Review’s and Forrester‘s respective seminal studies are still rock solid in showing us why emotion is the most influential of the three e’s of Cx quality — effectiveness, ease, and emotion.
- Customer Satisfaction (isn’t good enough): Former Mercedes-Benz CEO, Stephen Cannon, who first championed Mercedes’s refocus on customer experience, said “satisfaction isn’t good enough. You have to mandate, commit to and creatively achieve extraordinary customer experiences.”
- Seeing Remarkable (is often right in front of us): So, as I walked the city streets, I wondered how remarkably am I seeing the world right in front of me? How about you? How might anyone, in any business, bring ‘extraordinary’ to their customer and employee experiences…like the artist who saw, and created, the extra from the ordinary he saw right in front of him… (See video.)
Latest Update: Sep 21, 2018
