EMS© (Emotional Modelling Score)

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How angry was the Customer? How to use EMS © (Emotional Modelling Scores) All Customer Experiences are emotional. But most organisations are almost blind to the subject. Why? - because they lack the language to describe emotional states and the metrics to measure how successfully they are dealing with them. How angry is angry? [...]

Customer Experience Design and Engineering

Our business is about designing your organisation to reduce cost and increase the value of each contact with each customer. It is about what is going on now and how large organisations design strategy around it. Customer Experience Design is about understanding how the latest trends in innovation may impact your model and about using [...]

Bigger than the internet

CUSTOMER POWER & SOCIAL ME CUSTOMER POWER - It is the arrival of the practical ability of customers to set the organisational agenda in every area of activity From social responsibility to support through channels of their choice with SLA’s that they dictate. It is being practically demonstrated everywhere and is increasing in both frequency [...]