Don’t You Just Love Emotional Customers! How to Excel in the Customer Experience

In my last article about The Customer Journey – Evaluation, I discussed the six key elements of customer satisfaction. You need to excel in, the areas that help Heidi know you offer excellent value, the factors that cause her to choose you. These were: Getting the Job Done, Process, Emotional Gain, Price, Inconvenience, and Uncertainty. […]

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Five Stages of Customer Journey- The Customer Experience Era

Many issues ago in the Bali Advertiser, I wrote about the tsunami of change sweeping through all sorts of businesses as the full implications of the digital age came among us. The article was called Digital Disruption and you can read it again in the Bali Advertiser Articles archives.   The Customer Experience Era   […]

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