The Post-Covid Consumer (3min) A great article written for CNBC by Wharton professor of marketing and psychology Deborah Small. During and post-Covid consumers have been exploring product and service alternatives …
Customer Experience News 214: Mapping Customer Emotion, Are You a Servant Leader? and Fear and Loathing on the CX Trail
Mapping Emotion in the Customer Journey (2-3min) As a follow up to Alex’s recent article on Customer Journey Mapping, this week she takes a deep dive into mapping customer emotion …
Mapping Emotion in the Customer Journey
In my last published article, Customer Journey Mapping, Understanding how customers think, feel and experience, a number of Quickbite readers wanted to know more about how to capture emotion and …
Customer Experience News 150: Experience Economy Update, Decoding Customer Emotion, Forrester CX Index & CX Best Practice
Joe Pine’s Experience Economy Update (2-3min)Joe Pine and James Gilmore famously coined the phrase ‘the experience economy’ over 20 years ago. In this interview, Joe Pine shares his thoughts on the current …