The Magic That Makes Customer Experiences Stick
MIT Sloan Management Review
Businesses are discovering the power of emotion to forge memorable customer experiences, inspire loyalty and influence purchasing decisions. Drawing from behavioral and quantitative research as well as marketing strategies from automaker Ferrari, watchmaker A. Lange & Söhne, and other high-performing companies, Harvard Business School professor Stefan Thomke delves into the psychology and power of emotional customer experiences in this insightful article for MIT Sloan Management Review.
Recently saved by
Take a deep dive
More like this
Forbes
Customer Experience Measurement: Beware Of Heisenberg
Forbes
6 min read · 95 saves · 2019-10-29 · Companies that try to measure customer experience often diminish that experience by interrupting customers or requiring high effort responses.
eglobalis.com
Customer Experience Best Books of 2019
eglobalis.com
132 saves · 2019-11-25 · Customer Experience Best Books of 2019 -2020 Readings
In UX
UX Collective
How Netflix uses psychology to perfect their customer experience
UX Collective
7 min read · 236 saves · 2019-10-31 · Jen Clinehens · Decoding the science behind the interactions that keep you binging
MIT Technology Review
How AI is changing the customer experience
MIT Technology Review
3 min read · 260 saves · Apr 28th · AI is rapidly transforming the way that companies interact with their customers. MIT Technology Review Insights’ survey of 1,004 business leaders, “The global AI…
Forbes
20 Fresh Examples of Customer Experience Innovation
Forbes
4 min read · 62 saves · 2019-10-21 · What customers want and expect is constantly changing. To stay ahead of the competition, companies need to constantly be finding new ways to serve…
Forbes
10 Examples Of Customer Experience Turnarounds
Forbes
3 min read · 55 saves · 2019-09-16 · These 10 companies each experienced dramatic turnarounds by focusing on customers and investing in their customer experiences.
Forbes
Focusing On Customer Experience Is No Longer Optional
Forbes
4 min read · 109 saves · 2019-08-27 · No matter what size or industry you may play in, you are now competing based on the experience you provide to your customers.
In UX
UX Collective
The magic of underpromising
UX Collective
10 min read · 81 saves · 2019-08-21 · Aga Szóstek · I’ve run hundreds of studies researching the word-of-mouth. In all these studies (I am not exaggerating) one of the two top places of…
Forbes
100 Stats On Digital Transformation And Customer Experience
Forbes
6 min read · 230 saves · 2019-12-16 · Here are 100 stats on digital transformation written to help you make the business case for undergoing one at your company.
