Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Make your service so good, it's sweaty

The 'American Express Service Study' was conducted by international cognitive research firm Neurosense, and found that being exposed to fantastic acts of service initiates a chain reaction of responses in our bodies, with 83% of respondents experiencing increased 'electrodermal response' (perspiration level) - indicating a positive physical reaction - and 68% feeling their breathing rate decrease as anxiety and stress levels dropped, while 63% felt their heart rate increase as they became more excited.

The study also found that on an emotional level, benefitting from great service triggers the same basic cerebral reactions as feeling loved. Further research also discovered that 29% of British consumers felt "thrilled" when receiving great service, and 20% felt "energised".

When consumers were asked about their favourite customer service experiences, the results were surprising. The top ten best service experiences were:

1. A taxi driver returning your lost property from the back of their cab (35%);
2. Receiving a gift as a thank-you for being a customer (34%);
3. Quick and hassle-free problem-solving over the phone (33%);
4. The supermarket opening an extra checkout/till when there is a long queue (25%)
5. Being given a discount for no specific reason (22%);
6. A waiter/waitress returning your forgotten shopping or lost property (22%);
7. Being upgraded on a flight or train to either Business or First Class (21%)
8. Having your life made easier by efficient online services (20%);
9. Being deliberately given a free item in a shop or cafe (17%)
10. Attentive shopping assistants providing what you were looking for (15%).

"If you think about how often you come into contact with service every day, it's clear that you're experiencing service opportunities more often than ever before," explained according to neuroscientist Dr Jack Lewis. "Our tests showed that great service ranks as a 'peak pleasure' - this is, a positive and emotionally-charged event, similar to being reunited with a close friend. These emotions are accompanied by physiological responses that can be measured scientifically. Interestingly, not only did great service trigger such responses but the subconscious associations between great service and concepts like 'feeling less lonely' were strong in more than half of the participants."

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)