INSIDE
THIS EDITION..
Emotional Experience
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PLUS..
ECMW - European Customer Management World Conference
Employee Engagement
Using NLP to improve customer satisfaction
The Voice of the Customer
Fast Guide - Treating Customers Fairly
UKCSI Wave 3 Results
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Looking Inside Customers' Heads
What makes customers tick? We spend a lot of time worrying about what they think of our service... but what else should we be thinking about? What do we mean to them? How do they choose between suppliers? Stephen Hampshire takes a tour inside the mind of the customer. Maybe it's somewhere we ought to feel more at home?
Customer loyalty to an organisation is driven by a complex mix of factors. For most businesses, the two most significant drivers are satisfaction and brand image. We talk about satisfaction quite a lot, and, in theory, it's easy. You just have to do what the customer wants you to do. But what about image? What can you do about that side of the equation?
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